EUC Engineer L1/L2 Support

TRIPLE 8 CONSULTING SERVICES PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A prominent consulting firm in Singapore is seeking an End-User Computing (EUC) Engineer to provide critical on-site L1 and L2 technical support. The role focuses on resolving hardware and software incidents while ensuring high user satisfaction. The ideal candidate should possess a Diploma in IT, proficiency in both English and conversational Mandarin, and strong customer service skills. Experience with desktop support and ITSM tools is essential for maintaining operational efficiency.

Qualifications

• Proven experience in a hands-on desktop/EUC support role.
• Experience supporting specialized software, preferably CAD/Engineering applications.
• Familiarity with remote support tools and endpoint management software.

Responsibilities

• Provide on-site L1/L2 Remote Support for all end-user hardware.
• Troubleshoot and resolve user incidents focusing on 80% First Call Resolution.
• Meticulously log all incidents and requests in the ITSM tool.

Skills

Customer service skills

Proficient in English

Conversational Mandarin

Technical proficiency in Microsoft Windows

Hands-on desktop/EUC support

Education

Diploma in Information Technology or equivalent

Tools

ITSM ticketing systems (e.g., ServiceDesk Plus)

Microsoft 365

ManageEngine Endpoint Central

Remote support tools

Job description

The End-User Computing (EUC) Engineer provides critical on-site L1 and L2 technical support to CPG end-users. This role is the "face" of IT support, responsible for resolving hardware and software incidents, fulfilling service requests, and ensuring a high level of user satisfaction by meeting the RFP's demanding 80% First Call Resolution (FCR) target and strict P1/P2/P3 resolution SLAs.

Key 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 L2 Network/Security/Server teams for escalations.
• Maintain a positive and professional demeanor, providing excellent customer service.
• Must be proficient in both English and conversational Mandarin to support all CPG users effectively.

Qualifications & Skills:

• Diploma in Information Technology or equivalent.
• Proven experience in a hands‑on desktop/EUC support role.
• Strong customer service skills and proficiency in English and conversational Mandarin.
• 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.