System Engineer (End User Computing)

BANK OF CHINA LIMITED; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Bank of China Limited Singapore seeks an experienced End-user IT Support specialist to deliver timely, professional assistance to employees through multiple channels, in line with the bank's service standards.

You will manage IT service requests via ITSM, monitor the VDI environment, and ensure security controls and SLA targets are met. Strong Windows/AD/GPO, SCCM, and VMware/VDI experience are required for success.

Qualifications

• Bachelor's degree or above in Computer Science, Software Engineering, Information Management or related discipline.
• At least 3–5 years in IT operations, end-user computing or technical support; banking/financial services experience preferred.
• Proficient in Windows client OS installation, configuration and maintenance.
• Strong Active Directory/GPO knowledge and policy deployment.
• Experience with SCCM or similar endpoint management; patching and software deployment.

Responsibilities

• Provide end-user IT support via email, phone, messaging, and onsite channels.
• Manage IT service requests and incidents through ITSM, including ticket lifecycle and SLA adherence.
• Maintenace of end-user hardware/software (PCs, laptops, printers, printers) and VDI environments.
• Monitor and administer the VDI environment; manage images and capacity.
• Implement endpoint security controls and coordinate vulnerability remediation.
• Maintain asset inventories and lifecycle management of end-user computing assets.
• Prepare and maintain technical manuals, SOPs, and knowledge base articles.
• Coordinate with third-party vendors for upgrades, deployments, and troubleshooting.

Skills

Windows OS & Client Management

AD & GPO

SCCM

VMware/VDI

IT operations automation

ITIL

Education

Bachelor's degree in Computer Science/Engineering/Information Management

Tools

SCCM

VMware/VDI

Job description

Job Responsibilities

Provide timely and professional end-user IT support to employees through various channels, including email, telephone, internal messaging platforms and onsite support, in accordance with the Bank's established service standards.

Manage IT service requests and incidents through the IT Service Management (ITSM) platform, including ticket logging, classification, resolution, progress updates and closure. Perform regular analysis of ticket data to identify recurring issues, improve service processes, enhance user satisfaction and ensure achievement of Service Level Agreement (SLA) targets.

Install, configure, troubleshoot and maintain end-user hardware and software, including desktop PCs, laptops, printers, scanners and Virtual Desktop Infrastructure (VDI) clients. Diagnose and resolve Windows operating system and application-related issues to ensure business continuity.

Perform day-to-day monitoring and administration of the VDI environment, including image and version management, resource capacity management and performance optimisation, to ensure the stability, security and performance of virtual desktop services.

Implement and maintain endpoint security controls in accordance with the Bank's information security policies and standards. Perform endpoint security baseline checks and system hardening, and coordinate vulnerability scanning, patch testing, deployment and remediation for operating systems and applications to ensure compliance with the Bank's security requirements.

Maintain accurate inventories of end-user hardware and software assets and manage equipment issuance, return and storage processes. Conduct periodic asset verification and monitor resource utilisation. Manage the lifecycle of end-user computing assets to optimise resource allocation and asset utilisation.

Prepare, update and maintain technical manuals, Standard Operating Procedures (SOPs), user guides and knowledge base articles, ensuring that all technical documentation is accurate, complete and appropriately protected.

Coordinate with third-party service providers and equipment vendors on system upgrades, large-scale endpoint deployments and technical troubleshooting. Monitor vendor performance and validate deliverables to ensure that services and projects are completed on time and in accordance with the Bank's technical, quality and compliance requirements.

Support endpoint-related procurement activities, including procurement initiation, outsourcing and contract reviews, product evaluation and selection, and the development of technical specifications.

Perform other IT support and operations duties as assigned by the supervisor, and actively participate in technical knowledge sharing and team development activities.

Job Requirements

1. Education: Bachelor's degree or above in Computer Science, Software Engineering, Information Management or a related discipline.
2. Work Experience: At least 3-5 years of relevant experience in IT operations, end-user computing or technical support. Experience in the banking or financial services industry required.
3. Language Proficiency: Strong written and verbal communication skills in both English and Chinese, as the role requires regular communication and coordination with Chinese-speaking counterparts at the Bank's Head Office on IT operations, technical issues and related matters.
4. Technical Skills:
   • Proficient in the installation, configuration and maintenance of Windows client operating systems.
   • Strong understanding of Active Directory architecture, with hands‑on experience in using Group Policy (GPO) for access control and policy deployment.
   • Familiar with Microsoft System Center Configuration Manager (SCCM) or other endpoint management solutions, with experience in patch management, mass software deployment and IT asset scanning.
   • Knowledge or experience in VMware virtualisation platforms and Virtual Desktop Infrastructure (VDI) would be an advantage.
   • Practical experience in implementing IT operations automation would be an advantage.
5. Professional Certifications: ITIL Foundation certification or relevant technical/vendor certifications would be an advantage.
6. Execution and Problem‑Solving: Strong time management and multitasking skills, with the ability to independently and efficiently manage service tickets, troubleshoot technical issues and resolve incidents.
7. Documentation: Good written communication skills, with the ability to prepare clear and structured technical manuals, user guides, incident analysis reports and knowledge base articles.
8. Service Orientation and Resilience: Strong service orientation and team spirit, with the ability to perform effectively under pressure and maintain professionalism and composure in a fast‑paced and demanding work environment. Proactive, responsible and committed to delivering high-quality work.
9. Information Security and Compliance: Strong understanding of information security, confi