EUC Support Engineer

dentsu

Kuala Lumpur
Permanent
Full-time

2 months ago

This is an exciting time to join dentsu International as we focus on becoming a 100% digital economy business through content, media and commerce. We are well placed to build capability, scale and sustainable growth as a high-performance business. Our strategy is driven by our unique culture with one vision (to innovate the way brands are built), one set of values and a unique operating model which drives collaboration, client focus and attention.Job Title: EUC Support EngineerJob Description:About dentsu International:Part of Dentsu Group, Dentsu International is a network designed for what’s next, helping clients predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy. Dentsu delivers people-focused solutions and services to drive better business and societal outcomes. This is delivered through five global leadership brands - Carat, Dentsu Creative, dentsu X, iProspect and Merkle, each with deep specialisms.Dentsu International’s radically collaborative team of diverse creators unifies people, clients and capabilities through horizontal creativity to help clients create culture, change society, and invent the future.Powered by 100% renewable energy, Dentsu International operates in over 145 markets worldwide with more than 46,000 dedicated specialists, and partners with 95 of the top 100 global advertisers.Visit our website to discover more about what we do:Role Overview :As an EUC Support Engineer you will be responsible for providing technical support to our global user base with a dedicated focus on supporting end user computing (EUC) technologies across four technical towers; Collaboration, Identity and Access, Unified Communications and Client Infrastructure.Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction, and working with market leading ITSM Service Management tools, you will provide high-levels of technical knowledge, analytical troubleshooting and problem solving to maximise user productivity.You will work closely with our Service Desk, Deskside Support, Global EUC Engineering, Security and Applications teams to ensure technical issues & requests are managed, progressed and ultimately resolved in a timely manner, ensuring quality is of the highest standard and exceeding service level targets where possible.You will demonstrate a high capacity for learning & development and will seek to adopt new knowledge and resolution capabilities.Excellent communication skills are mandatory, and the ability to be self-disciplined & motivated is necessary, as well as having excellent collaborating skills and a strong sense of team ethic.End User Computing Technology PortfolioThe successful candidate will demonstrate sound levels of 3rd line technical ability and experience working with:Windows Configuration and systems management (SCCM / Intune)Infrastructure Planning and ImplementationAll Site System roles and featuresCo-Management with IntuneAutoPilot Enrollment ProcessApplication Deployment and/or Packing processesWindows DefenderWindows Client Standard Operating Environment (SOE)Windows as a ServiceMonthly Security Update DeploymentWindows 10/11 featuresGroup Policy ManagementCitrix / WVDIntune Policies and BaselinesActive Directory / Azure Active DirectoryResponsibilities:Responsible for managing the resolution of user incidents and any escalated issues from the End User Services (EUS) teams for EUC services.Fulfil requests for EUC services, including project requests when required.Escalate incidents to the EUC Engineering team when required.Work with the EUC Engineering team to ensure high quality, up-to-date documentation exists for all EUC support processes.Work with the EUC Engineering team to identify service improvements to current processes.Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.Remain aware of new product developments in the area of technology providing input to improve service and processes.Manage workloads, adhere to the team rota, ensure all incident and request tickets are handled in an appropriate, professional manner meeting agreed SLA targets.Work as part of a team of technical support engineers, providing guidance and expertise as well as setting standards of professionalism and attitude.Research solutions to technical issues that can be raised with the relevant service owners.Ensure that user experience and satisfaction is at the forefront of all activities.Provide prompt and accurate feedback to customers for the incident they have raised.Ensure all issues are correctly logged and followed through to completion within the agreed SLA’s.Prioritize and manage several open issues at one time.Candidate ProfileEducation/qualification and trainingIdeally Microsoft / CompTIA certified or equivalent qualifications and experience.ITIL qualification (Foundation).Knowledge/skillsExcellent knowledge of Microsoft System Centre, Windows 10, GPO Management.Excellent Client troubleshooting skills and knowledge of problem resolution methodologies.Vulnerability remediation on endpoints.Azure Virtual Desktop or Citrix (basic knowledge) desirable.Microsoft Endpoint Manager (Intune) knowledge desirable.Adaptiva OneSite (P2P Technology) knowledge desirable.Mac knowledge desirable.ExperienceExperienced in IT service management, including change, incident and problem management.Experience and knowledge of supporting customers in a complex, enterprise environment.Personal characteristicsExcellent troubleshooting and problem-solving skills.Willingness to update professional knowledge and a commitment to continuous improvement.Ability to identify and manage priorities.Excellent time management and organisational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.Strong organisation and planning skills with exposure to matrix management.Demonstrate excellent communication skills, both written & verbal.Good relationship and interpersonal skills.Ability to set and achieve goals for self.Ability to work a flexible schedule.Team player.Become a champion for meaningful progress:Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures.Together we make our mark. Together we embrace the true potential of disruption. And together – across all our locations – we help our clients win in a changing world.If you want to belong to a one global network where opportunities are limitless – we look forward to welcoming you.Next Steps
Sound exactly like the sort of role for you? Apply now!#LI-SB1#LI-HYBRIDLocation: Kuala LumpurBrand: DentsuTime Type: Full timeContract Type: Permanent

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