EUC Engineer

INNOVATIQ ENGINEERING PTE. LTD.; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

A leading engineering company in Singapore is seeking a skilled L1/L2 Technical Support Specialist to provide on-site support for end-user hardware and software. Responsibilities include troubleshooting issues, fulfilling service requests, and maintaining high user satisfaction. The ideal candidate will possess strong customer service skills and technical expertise in Microsoft environments and CAD applications. This role will ensure operational efficiency through effective issue resolution and collaboration with other IT teams.

Qualifications

• Proven hands-on experience in desktop and end-user computing support roles.
• Strong customer service skills demonstrated through effective user engagement.
• Technical proficiency in Microsoft Windows operating systems and Active Directory.

Responsibilities

• Deliver on-site L1/L2 support for end-user hardware.
• Troubleshoot and resolve user incidents related to hardware and software.
• Support specified software environments including Microsoft 365 and CAD applications.

Skills

End-user computing support

Customer service skills

Technical proficiency in Microsoft Windows OS

Experience with CAD/Engineering software

ITSM ticketing systems expertise

Tools

ManageEngine ServiceDesk Plus

Microsoft 365

Job description

Job Summary

Provide on-site L1/L2 technical support for end-user hardware and software, resolving incidents and fulfilling service requests to drive operational efficiency and user satisfaction.

Responsibilities

• Deliver on-site L1/L2 support for end-user hardware, including desktops, laptops, mobile devices, printers, MFDs, and VC equipment, ensuring timely issue resolution.
• Troubleshoot and resolve user incidents related to hardware, software, and connectivity, achieving an 80% first contact resolution (FCR) rate.
• Support specified software environments, including Microsoft Windows OS, Microsoft 365 (Office, Teams, Teams Voice), specialized CAD/Engineering applications (Autodesk, Bentley), and standard browsers and web-based business applications.
• Accurately fulfill service requests such as new user setups, software installations, and hardware relocations to maintain seamless IT operations.
• Log all incidents and service requests meticulously in the ITSM tool (ManageEngine ServiceDesk Plus), ensuring compliance with P1/P2/P3 service level agreements (SLAs).
• Execute automated software and patch deployment tasks as assigned using ManageEngine Endpoint Central.
• Collaborate effectively with L2 Network, Security, and Server teams to escalate and resolve complex technical issues.
• Maintain a professional and positive demeanor while delivering excellent customer service to end users.

Required competencies and certifications

• Proven hands-on experience in desktop and end-user computing (EUC) support roles.
• Strong customer service skills demonstrated through effective user engagement and issue resolution.
• Technical proficiency in Microsoft Windows operating systems, Active Directory, and Microsoft 365 suite including Teams Voice.
• Experience supporting specialized CAD/Engineering software such as Autodesk and Bentley.
• Proficient in using ITSM ticketing systems, specifically ManageEngine ServiceDesk Plus.
• Familiarity with remote support tools and endpoint management software.

Preferred competencies and qualifications

• Microsoft 365/Modern Desktop certifications (e.g., MD-102).
• ITIL Foundation certification.