Desktop Support Engineer

Job Description

Scope of Work:

i) Personal Computer User Support

. On site PC, LAN (Windows, Apple) support and email Outlook and 365, includes corporate mobile devices (iOS phones and tablets)

. On site PC, LAN standard software application support Adobe, Teams, Browers, M365 products, commonly used products. Log tixs via ServiceNow, assisting on L1 issues. L2 knowledge is preferred.

. On site PC, LAN standard software training Engineer to provide training to users. The objective for the engineer is to provide awareness related on IT, guide on installation/configuration on end user side for Authenticator. All related to EUC part.

. Installation of existing hardware/ relocation of hardware Golden image available. Or reuse the existing laptop/mobile for user. Using Intune. The engineer is preferred to be familiar with Intune, MDM/MAM. Sun Life can transfer knowledge. Basic knowledge is to know how to perform formatting.

ii) LAN Administration

. LAN documentation

. System Inventory Tracking (HW/SW)

. Monitoring of software licenses

. Warranty management

. Back-up procedures

. Asset disposal Engineer to support CH, liaise with vendors for asset disposal, degaussing etc

iii) Systems Hardware & Software Procurement

5-6 switches, few servers (3) going to be lesser, (4) routers, no firewall (using MPLS to connect to other branches) Wireless (19 AP) - Aruba and Cisco (this is excluded, managed by in-house engineers)

. L2 knowledge preferred.

. Physical connection, and perform some commands

. Monitor that issue is properly resolved.

. Configuration recommendations EUC related

. Order placements EUC+ DC related

. Delivery/Installation Follow-Up EUC+ DC related

iv) Coordinate and Liaise with EUC+ DC related

. Head Office on duties to be carried out EUC+ DC related

. Contractors, ISP, Vendors for problem resolution EUC+ DC related.

EA Number: 11C4879