Lead End User Hardware/Software

HCL Technologies Limited; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

HCL Technologies Limited in Singapore seeks an experienced IT Support professional to join our 24x7 End-User Services team. You will own incident response, user access coordination, and the administration of Windows desktops, VPNs, and related peripherals.

Collaborating with global stakeholders, you will implement endpoint management using Intune and Configuration Manager, monitor health checks, participate in process improvements, and drive service levels across rotating shifts.

Qualifications

• Experience supporting global customers in 24x7 environments.
• Strong communication in English (verbal and written).
• Proficient in IT infrastructure monitoring and alert handling.
• Experience with Windows/Desktop support and VPN services.
• Knowledge of Thin clients/VDI and end-user devices.

Responsibilities

• Respond to incidents via email, calls, and chat.
• Own end-to-end tickets from incident to resolution.
• Configure and monitor desktop infrastructure and peripherals.
• Lead and mentor a technical endpoint management team.
• Collaborate with cross-functional teams for IT projects.

Skills

End user support

Communication

Incident management

Desktop support

Team leadership

Education

Bachelor's degree in Engineering

Tools

RDP

Intune

Endpoint Configuration Manager

VDI

VPN

Job description

Job Requirements –

• Must have worked for global customers and ready to work in 24X7 environments. rotating shifts & rotating weekly Offs. Able to use end user support tools like RDP, and/or other support tools.
• Real time acknowledgement and ownership of IT infrastructure alerts. Quickly address the critical alerts and follow up with respective teams till the resolution. Account lockouts, password resets, O365 issues support.
• Must have strong communication skills (Verbal and Written) and the ability to articulate task management, priorities, and issues, participate in customer visits, conference calls, and assisting with defining the scope of services tasks.
• Ensure configurations are optimized to enable monitoring of all related systems for fault/events including outages and performance issues and health checks in accordance with established policies and procedures.
• Knowledge of Windows/Storage/Backup/User Access/Permissions/Networks etc, MS Office products, EzOffice, Using helpdesk portal and administration. Supporting Thinclients / Virtual PCs (VDI) (Windows), Desktop Operating Systems. Knowledge on VPN services, managing EUX inventory.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with defined process and standards. Experience with desktop peripherals like Docking stations, monitors, Multi-Function Devices (MFDs)
• Responsible for the implementation, support, administration, upgradation and management of windows Operating systems, MS Office products, etc.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identify, log and resolve technical problems with software applications or network systems.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines. Create, maintain, and distribute reports of progress to senior leadership.
• End-2-end responsibility by opening tickets at the respective Server Maintenance provider portal and actively following up on the activities until a solution is provided to the requestor.
• End-To-End responsibility for time critical tasks, by engaging the appropriate partner to perform the activities.
• Responds to incidents utilizing a variety of communication vehicles including email, bridge calls, conference calls, instant messaging, and one-on-one communications.
• Has experience supporting mobile clients like Ipad, Mobile, Tablets
• Lead a highly technical teamtasked with the configuration and management ofIntune, Endpoint Configuration Manager, andotherEndpoint management tools.
• Leadinthe supportofend user devices such as tablets, PCs, smartphones, and printers.
• Lead the design and development ofprograms, s, reports, interfaces, distribution packages, images, provisioning templates, policies,procedures,and system configuration.
• Develop andmaintainrelationships with critical Endpoint management vendors.
• Mentor and coach team members, fostering a collaborative and high-performance culture.
• Ensureproper participationinITprojectswhereendpointmanagementexpertiseisrequired.
• Drive the adoption and optimization ofavariety ofPC solutions, aligning with organizational goals and industry best practices.
• Establishand manageprocessesfor the development oftechnical standards.
• Collaborate with cross-functional teams to integrate EUX solutions intobroader IT initiatives.
• Monitor and manage team success in performance of their duties
• Develop and implement strategies for deployingorganization-wide changes/upgrades.
• Identifyopportunities to improve existing processes and solutions, keeping IT supportpersonneland the end user in mind.

Preferred Qualifications -

• Bachelor's degree in engineering, Computer Science, Management Information Systems, or related field
• Atleast 4+ years of experience supporting ServiceDesk or Deskside tasks.