EUC Engineer (Level 2)

L2 Technical Support & Incident Resolution • Provide Level 2 support for escalated EUC incidents in a mission-critical banking Environment • Diagnose and resolve complex issues related to:

• Windows 10/11 platforms

• Virtual desktops (VDI, if applicable)

• Trading floor / front-office user setups (if relevant)

• Perform root cause analysis (RCA) and implement preventive measures Microsoft 365 (M365) Administration & Support • Support and administer:

• Exchange Online (mail flow, mailbox permissions, archiving)

• Microsoft Teams (secure collaboration, policies)

• SharePoint Online & OneDrive (access control, data sharing governance)

• Troubleshoot mail delay, phishing, safe links, and attachment security issues • Ensure compliance with data protection and financial regulatory requirements Identity & Access Management (IAM)

• Manage Active Directory & Azure AD (Entra ID):

• User provisioning/de-provisioning (Join/Move/Leave process)

Role-based access control (RBAC)

• Support Multi-Factor Authentication (MFA) and Conditional Access policies

• Ensure strict adherence to least privilege and segregation of duties

Endpoint & Device Management Administer endpoints using:

• Microsoft Intune / Endpoint Manager

• Group Policy Objects (GPO)

Enforce:

• Device compliance policies

• Encryption (BitLocker)

• Endpoint security controls (EDR/AV tools)

• Support secure remote access (VPN, Zero Trust models) Security & Regulatory Compliance Support compliance with standards such as:

• MAS (Monetary Authority of Singapore) guidelines (or equivalent)

• PCI-DSS (if applicable)

• ISO 27001

• Monitor, respond, and remediate:

• Endpoint security alerts

• Suspicious user activities

• Support audit requests, evidence gathering, and reporting

Incident, Change & Problem Management

• Use ITSM tools (ServiceNow, Remedy, etc.)

Follow ITIL processes:

• Incident, Change, Problem management

• Participate in change reviews ensuring minimal business disruption

• Maintain high SLA adherence for critical banking systems

Business Continuity & High Availability

• Support disaster recovery (DR) readiness for end-user services

• Ensure minimal downtime for critical business users (e.g., traders, finance teams)

• Participate in DR drills and failover testing

Required Skills & Experience Technical Skills

• Strong hands-on experience in:

• Microsoft 365 (Exchange Online, Teams, SharePoint)

• Windows OS troubleshooting

• Active Directory & Azure AD (Entra ID)

Experience with:

• Microsoft Intune / Endpoint Manager

• VPN / secure remote access troubleshooting

• Basic scripting knowledge (PowerShell preferred)

Experience

• 3–6 years in EUC / Desktop Support (preferably in banking or financial services)

• Proven experience handling L2 escalations in regulated environments

• Exposure to security-driven and compliance-heavy IT operations

Soft Skills

• Strong analytical and troubleshooting capability

• High attention to detail (critical in banking environment)

• Ability to work under pressure and meet strict SLAs

• Strong communication skills with business users and stakeholders

Preferred Qualifications • Certifications:

• Microsoft 365 Certified (Modern Desktop / Enterprise Admin)

• Azure Fundamentals (AZ-900) or higher

• ITIL Foundation

Experience in:

• Financial trading floor or treasury systems support

• VDI environments (Citrix, VMware Horizon)

Key Performance Indicators (KPIs) • SLA compliance for high-priority banking incidents • Mean Time to Resolution (MTTR) • Audit and compliance adherence • Reduction in repeat incidents

Additional Banking-Specific Expectations • Strict adherence to information security policies • Awareness of data confidentiality and insider risk • Availability for after-hours or on-call support during critical incidents