End User Services (EUS) Lead - Microsoft Workplace & Security

About the role

You will provide Level 2 End-User Computing (EUC) support in a mission-critical banking environment, managing Microsoft workplace and security technologies for financial trading floor and front-office users. This is a renewable contract placement onsite at the client's premises.

Responsibilities

• Level 2 Technical Support & Incident Resolution
• Diagnose and resolve complex EUC incidents across Windows 10/11 and virtual desktop (VDI) environments
• Support trading floor and front-office user setups
• Perform root cause analysis (RCA) and implement preventive measures
• Microsoft 365 Administration & Support
• Administer Exchange Online (mail flow, mailbox permissions, archiving) and Microsoft Teams (policies, collaboration settings)
• Manage SharePoint Online & OneDrive access control and data sharing governance
• Troubleshoot mail delivery, phishing, safe links, and attachment security issues
• Ensure compliance with data protection and financial regulatory requirements
• Identity & Access Management
• Manage Active Directory & Azure AD (Entra ID): user provisioning, deprovisioning, and Joiners/Movers/Leavers (JML) processes
• Administer Role-Based Access Control (RBAC) and Multi-Factor Authentication (MFA)
• Configure and maintain Conditional Access policies; enforce least privilege and segregation of duties
• Endpoint & Device Management
• Administer endpoints via Microsoft Intune / Endpoint Manager and Group Policy Objects (GPO)
• Enforce device compliance policies, BitLocker encryption, and EDR/AV security controls
• Support VPN and Zero Trust remote access models
• Security & Regulatory Compliance
• Support compliance with MAS (Monetary Authority of Singapore) guidelines, PCI-DSS (if applicable), and ISO 27001
• Monitor and remediate endpoint security alerts and suspicious user activities
• Assist with audit requests, evidence gathering, and compliance reporting
• Incident, Change & Problem Management
• Use ITSM tools (ServiceNow, Remedy, etc.) following ITIL processes
• Participate in change review boards to minimise 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 (traders, finance teams)
• Participate in DR drills and failover testing

Requirements

• Technical Skills
• Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive
• Windows 10/11 operating system troubleshooting
• Active Directory & Azure AD (Entra ID) administration
• Microsoft Intune / Endpoint Manager
• VPN and secure remote access
• Basic scripting knowledge (PowerShell preferred)
• 3-6 years in EUC / Desktop Support, preferably in banking or financial services
• Proven track record handling Level 2 escalations in regulated environments
• Exposure to security-driven, compliance-heavy IT operations
• Soft Skills
• Strong analytical and troubleshooting capability
• High attention to detail, critical in a banking environment
• Ability to work under pressure and meet strict SLAs
• Clear communication skills with business users and stakeholders
• Certifications
• Microsoft 365 Certified: Modern Desktop Administrator or Enterprise Administrator
• Azure Fundamentals (AZ-900) or higher
• ITIL Foundation
• Experience supporting financial trading floor or treasury systems
• VDI experience (Citrix, VMware Horizon)

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