EUC Engineer

Telistar Solutions Pte Ltd; Remote; SGD 35,000 - 50,000; Full time

Job summary

A technology solutions provider is seeking an EUC Engineer for IT Remote Support in Singapore. The candidate will provide L1/L2 support for end-user hardware and software while ensuring excellent customer service. Responsibilities include troubleshooting issues, maintaining SLA compliance, and collaboration with network teams. Applicants should have a Diploma in IT, 1-2 years of experience in helpdesk support, and strong technical skills in Windows and CAD applications. Preferred certifications include Microsoft 365 and ITIL Foundation.

Qualifications

• 1 to 2 years of proven experience in a hands-on helpdesk desktop/EUC support role.
• Strong customer service skills focused on end-user satisfaction.
• Preferred certifications in Microsoft 365/Modern Desktop or ITIL Foundation.

Responsibilities

• Provide on-site L1/L2 Remote Support for all end-user hardware.
• Troubleshoot and resolve user incidents with a focus on achieving the 80% FCR target.
• Meticulously log all incidents and requests in the ITSM tool to meet SLAs.

Skills

Customer service skills

Technical proficiency in Microsoft Windows

Experience with ITSM ticketing systems

Familiarity with remote support tools

Education

Diploma in Information Technology or equivalent

Tools

ManageEngine ServiceDesk Plus

ManageEngine Endpoint Central

Microsoft 365 (including Teams Voice)

CAD/Engineering applications

Job description

EUC Engineer (IT Remote Support)

• Work location: Paya lebar
• Work hours: 8am to 5pm

Responsibilities

• Provide on-site L1/L2 Remote Support for all end-user hardware, including desktops, laptops, mobile devices, printers, MFDs, and VC equipment.
• Support all specified software, including:
• Microsoft Windows OS and M365 (Office, Teams, Teams Voice).
• Specialized CAD/Engineering applications (Autodesk, Bentley, etc.).
• Standard browsers and web-based business applications.
• Troubleshoot and resolve user incidents (hardware, software, connectivity) with a strong focus on achieving the 80% FCR target.
• Fulfill service requests (e.g., new user setup, software installation, hardware moves) accurately and efficiently.
• Meticulously log all incidents and requests in the ITSM tool (ManageEngine ServiceDesk Plus), ensuring all actions are tracked to meet P1/P2/P3 SLAs.
• Perform automated software/patch deployment tasks as directed (via ManageEngine Endpoint Central).
• Collaborate with the L2Network/Security/Server teams for escalations.
• Maintain a positive and professional demeanor, providing excellent customer service.

Qualifications

• Diploma in Information Technology or equivalent.
• 1 to 2 years of proven experience in a hands-on helpdesk desktop/EUC support role.
• Strong customer service skills
• Technical proficiency in Microsoft Windows, Active Directory, and Microsoft 365 (including Teams Voice).
• Experience supporting specialized software, preferably CAD/Engineering applications (Autodesk, Bentley).
• Experience with ITSM ticketing systems (e.g., ServiceDesk Plus).
• Familiarity with remote support tools and endpoint management software.
• Preferred:Microsoft 365/Modern Desktop certifications (e.g., MD-102), ITIL Foundation