EUC Engineer (Level 2)

Requirements

• 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
• 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

Additional Information

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)

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