Position Overview
The Assoc EUC Engineer provides technical support, troubleshoots and resolves simple technical issues, and responds to help requests. He/She identifies and escalates simple issues to a higher level position. He/She installs computer hardware, repairs software and runs diagnostic programs. He/She documents service repairs and trains users as needed. He/She generates routine reports in the required format and develops an understanding of business needs or technical requirements.
He/She is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays.
He/She displays willingness to learn and is committed to provide service level excellence in everything that he/she does. He/She is able to articulate effectively and works well within a team.
Role & Responsibilities
Technical Support
- Provide technical assistance to end users for PC leasing lifecycle process, lifecycle hardware and software services.
- Respond to, document, and resolve hardware lifecycle service tickets in a timely manner.
- Assist users with installations and configurations of IT equipment (include BIOS, Firmware, OS baseline and etc).
Asset Reconcile
- Supporting and verifying and matching endpoint devices (like computers, laptops, mobile devices) against an asset inventory to ensure accuracy and completeness..
- Identifying discrepancies such as missing assets, unrecorded devices, or incorrect asset details
- Assist in the development of new report templates and formats.
Centralization of Infra portfolio (End Point Lifecycle) under Device-at-a-Services
- Consolidating all billing and payment processes related to device procurement, usage, and management into a single, unified system or vendor arrangement.
- Unified Billing Platform for all device-related costsincluding hardware leasing, software licenses, maintenance, support, and upgradesare consolidated into one invoice or billing system.
- Simplified Vendor Management- managing multiple contracts and invoices from different suppliers for devices, services, and support with coordinated billing entity.
Issue Resolution
- Identify, diagnose, and resolve technical problems.
- Simulate user issues to troubleshoot and resolve operating difficulties.
- Develop preventive measures and solutions to reduce user problems.
Collaboration and Development
- Work with cross-functional teams to understand support requirements.
- Assist in the development of checklists and methods for issue resolution.
- Provide support and guidance to colleagues with less experience.
Requirements
- Degree in Computer Science of equivalent
- Minimum 1 to 3 years of relevant working experience and have experience with PC leasing
- Ability to write and communicate in English is an added advantage
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