End User Computing

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*7Must-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 End to end Device and Applications management Troubleshooting day to day end users’ issues with iOS, Android, Mac and Windows 10Configuring security policies, profiles, compliance, etc. Software updates and patch Management Required to work in 24*7 support model Coordination with vendor, various teams for operational activities. Device Compliance management Knowledge of ADMX and deployment Testing of Build on customer provided assets from compatibility perspective Testing of Build against customer SOE. Application and Device life cycle Management Responsible for collating & sending daily work reports and records of all work types received and completed Conduct training and session with Team #J-18808-Ljbffr