End User Computing (EUC) Desktop Support Specialist/Lead

Various EUC Roles Being Hired For! We are seeking EUC/Dekstop Specialists or Leads, across PC (Windows/Mac) and Mobile Device Manegement!

JD 1: Deskside Engineer

Role: Deskside Support Engineer

Required Technical Skill Set: Laptop and Printer Troubleshooting skills

Desired Experience Range: 4+ Years of Experience

Location of Requirement: Singapore

Support Window: 15.7

Must-Have

. Windows 11 Operating system knowledge, Troubleshooting hardware and software related issues.

. System Administration

. Laptop/Desktop operating system deployment

. Printer configuration

. Software Installation

. Laptop hardware issues

. Proactive Health check

. Handling Priority and VIP customers

. Asset Management

. Ticket handling for various laptop desktop issues like Outlook, Teams, inbuild applications

. Co-ordinating with application support and network tower wherever required

. Supporting offshore and onsite team along with supplier co-ordination

Good-to-Have

. MAC OS knowledge and troubleshooting.

. VMWare Workspace One experience

. Software distribution and Patch management

. Manage and administer client health, including the process of getting clients healthy.

. Perform general administration and troubleshooting.

. Understanding of application packaging and scripting

. Experience with PowerShell

Responsibilities

. 15x7 support required, with coverage from multiple site locations across Singapore, involving monthly rotational shifts by location and schedule.

JD 2: Deskside Lead

Role: Deskside Lead

Required Technical Skill Set: End User Computing Leading Experience

Desired Experience Range: 7+ Years of Experience

Location of Requirement: Singapore

Must-Have

. Oversee all Deskside (EUC) and RDS support activities across Windows 10/11, macOS, corporate mobile devides, IPAD's and BYOD devices.

. Supervise device onboarding, Workspace ONE UEM operations (app deployment, patching, compliance), and device cleanup.

. Perform and delegate tasks related to AD cleanup, device lifecycle management, and MFA (Microsoft Authenticator) administration.

. Support and escalate issues related to Office 365 apps, network connectivity, Zscaler VPN, and Sentinel One antivirus.

. Oversee printer configuration, basic network printer troubleshooting, and hardware lifecycle activities (imaging, setup, asset tagging).

. Coordinate internal app issue resolution with vendors and application teams.

. Lead a combined onsite deskside engineers (15/7 support) and RDS support team(24/7 support) (10 to 20 member team)- managing rosters, availability, workload, and escalations.

. Provide technical mentoring, performance feedback, and ensure high-quality support delivery.

. Act as the escalation point for critical user incidents and VIP support needs.

. Attend regular customer meetings (weekly/monthly) to present reports, review SLAs, address concerns, and drive service improvements.

. Work with vendors on need basis like HP, Microsoft, Dell and so on, for speedy resolution from vendor

. Collaborate with cross-functional teams including Network, Server, AD, Citrix, and Application Support for integrated issue resolution and project execution.

. Monitor and report on key metrics such as SLA compliance, patch status, device health, and license usage.

. Maintain and update SOPs, knowledge base articles, asset records, and operational procedures.

. Ensure adherence to IT policies, security standards, and audit requirements.

. Ensure team adheres to SOP

Good-to-Have

. Experience in MAC Device Support

. Mobile Device Management and Administration

. Knowledge on supporting Citrix and Servers

. Software distribution and image management

. Experience with PowerShell

JD 3: Mobile Device Management (MDM) Administrator

Role: Mobile Device Management Administrator

Required Technical Skill Set: VMWare Workspace One

Desired Experience Range: 4-7 Years of Experience

Location of Requirement: Singapore

Must-Have

. Administering, Monitoring and management of VMWare Workspace One MDM Portal

. Experience in managing the Omnissa UAG environment and centrally manage all end point devices

. Deploying and Configuring Store applications for Windows, Apple, iOS and Android.

. Deploying and managing Office apps, LOB apps, Weblinks, store apps through Workspace One.

. MDM authority Provisioning, Role Based Access control management.

. Active Directory groups and users management

. Mobile Device Management and Mobile Application Management through Vmware Workspace One

. Win10 Autopilot enrollment, DATP, monitoring and compliance.

. Non-compliant device retirement, house keeping activities, end user communication assistance, etc.

. Managing and configuring Security policies, configuration profile policies, restriction policies, etc.

. Preparation of device compliance report and improve the compliance percentage month on month basis.

. Improve quality of services, using trend analysis and improve compliance using exceptional methodology.

. Acting as an interface between the client and MDM system.

. Identify the issue by interpreting and design a resolution based on product knowledge and features.

. Knowledge of Android Enterprise, DEP, Autopilot, Mac Management, etc.

Good-to-Have

. Software distribution and Patch management

. Manage and administer client health, including the process of getting clients healthy.

. Perform general administration and troubleshooting.

. Understanding of application packaging and scripting

. Experience with PowerShell

Responsibility of / Expectations from the Role

1 End to end Device and Applications management

2 Troubleshooting day to day end users issues with iOS, Android, Mac and Windows 10

3 Configuring security policies, profiles, compliance, etc.

4 Software updates and patch Management

5 Required to work in 24.7 support model

6 Coordination with vendor, various teams for operational activities.

7 Device Compliance management

8 Knowledge of ADMX and deployment

9 Testing of Build on customer provided assets from compatibility perspective

10 Testing of Build against customer SOE.

11 Application and Device life cycle Management

12 Responsible for collating & sending daily work reports and records of all work types received and completed

13 Conduct training and session with Team