About the job

Role Overview

Provide Level 2 End User Computing (EUC) support to users across designated office locations. The engineer will be responsible for onsite technical support, troubleshooting end-user devices, software, connectivity, and related IT services. The role may also involve supporting users while travelling across different sites.

Key Responsibilities

• Provide Level 2 technical support for desktops, laptops, peripherals, applications, and other end-user devices.
• Diagnose and resolve hardware, software, operating system, and connectivity-related issues.
• Support VIP and executive users with professional, responsive, and discreet onsite assistance.
• Perform hardware replacement, device swaps, and break-fix activities where required.
• Provide user guidance, installation assistance, and "how-to" support.
• Troubleshoot basic LAN, WAN, and WLAN connectivity issues.
• Support file, print, enterprise applications, remote access, and other common IT services.
• Support meeting rooms, video conferencing, and other audio-visual facilities.
• Perform device refresh, IMAC (Install, Move, Add, Change), deployment, and decommissioning activities.
• Configure BIOS, hardware, operating systems, drivers, applications, encryption, VPN, authentication, and network connectivity.
• Install approved software patches and hardware upgrades in line with security and compliance requirements.
• Coordinate with OEMs and third-party vendors for imaging, shipment, warranty replacement, and break-fix services.
• Maintain and update asset records following hardware or software changes.
• Manage loaner laptops and other IT equipment where required.
• Support employee onboarding and offboarding, including device and application setup/removal.
• Maintain accurate service tickets and escalate complex issues when necessary.
• Support project deployments and technical activities as required.
• Provide onsite support for events, meeting rooms, and AV equipment.
• Ensure all activities comply with approved security, data protection, retention, and change-management procedures.

Requirements

• Proven experience in Level 2 End User Computing / Desktop Support.
• Strong troubleshooting and problem-solving skills across hardware, software, operating systems, applications, and peripherals.
• Hands-on experience supporting Microsoft Windows and Apple macOS environments.
• Experience working with Active Directory and domain environments, including user/computer accounts, permissions, authentication, and domain connectivity.
• Good knowledge of LAN, WAN, WLAN, VPN, remote access, and network connectivity troubleshooting.
• Experience with device deployment, refresh, IMAC, imaging, configuration, and hardware replacement.
• Experience providing VIP / Executive Support in an onsite environment.
• Knowledge of encryption, authentication, security controls, and data protection procedures.
• Experience with ticketing systems and incident/request management.
• Good communication and customer-service skills.
• Proficiency in English and the applicable local language.
• Ability to provide onsite support across designated locations.
• Valid driving licence where required by the role.

Preferred Experience

• Experience supporting enterprise IT environments.
• Experience coordinating with OEMs, vendors, and third-party service providers.
• Experience supporting meeting rooms, video conferencing, and AV equipment.
• Experience with asset management and IT equipment lifecycle activities.
• Experience supporting employee onboarding and offboarding.
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