Overview

The End User Computing (EUC) L2 Support Engineer will be responsible for delivering high quality technology support services to the Games Global end users. The EUC L2 Support Engineer, will work in a dynamic, fast paced environment to provide services to the entire Games Global organisation, through effective and efficient collaboration. Customer satisfaction and continuous service delivery excellence are key aspects of the role.

This role is unique as you will be part of a blended IT EUC team primarily responsible for supporting general IT Services but also acting as a secondary support contact for any GGL business application request. As a EUC L2 Support Engineer, you will be responsible for providing technical support, assisting with various IT services (PC, Servers, Cloud, Networking, Identity Management, Cybersecurity, Business Application) inclusive of mentoring and acting as a last line of internal support for all EUC services. The EUC L2 engineer will have the opportunity to work on various global IT projects, which will further enhance your experience.

Responsibilities

• Assist with IT ticket management (Incidents, Requests, Problem, Change Request).
• Work closely with Managed Services Partners and/or Vendors to resolve escalated tickets
• Document all EUC technical processes and work instructions so that the EUC L1 Support Engineers have clear reference guide (e.g., Imaging of Windows Laptops, Imaging of Mac Devices, etc)
• Ensure that all Priority 1 Incidents have appropriate Root Cause Analysis Reports
• Ensure that all reoccurring incidents are managed and resolved via a Problem ticket
• Ensure that all end point security vulnerabilities are identified and resolved timeously with the assistance of managed services partners
• Attend Vendor Operations Management meeting to evaluate and feedback on Managed Services Performance for the month as well as areas of service improvement
• Keep up with the latest EUC technologies by completing industry recognised certifications, e.g., Microsoft Azure, AWS, Machine Learning, etc
• Identify service improvement initiatives within the EUC space and develop technical solutions through automation, scripting based on OEM best practices. Automate repetitive tasks, e.g., monthly standard patching
• Develop a list of critical operational task (daily, weekly, monthly) checks that must be carried out to ensure effective running of all EUC IT environment, e.g., Monthly endpoint patching check, etc
• Ensure that all EUC hardware and software services has the latest updates or at least are on a N-1 stable version, this also include deployment of monthly and zero-day patching
• Identify, consolidate, and maintain all IT equipment, inclusive of configuration items within the ITSM CMDB repository
• Act as a role model and mentor to EUC L1 colleagues
• Participate in IT Services projects
• Participate in Proof of Concepts for IT products, e.g., new BETA version of Microsoft productivity suite
• Develop positive working relationships with end users and C Level executives to provide world class EUC experience
• Collaborate and assist global IT colleagues as part of information sharing
• Ability to work standby (after hours) at least one week every month to support high priority incidents that cannot wait for the next business day

• Proficient understanding of end user hardware technology, e.g., Dell Laptops, Apple Macintosh, mobile devices
• Proficient of network infrastructure and information security
• Proficient working knowledge of end-user computing technologies which includes, but not limited to office suite, Microsoft Intune, JAMF MDM for Apple Mac, OKTA, Microsoft Defender, O365 Tenant Management, Exchange Online, Meeting Room Management using MS Teams, Netskope, Virtual Desktop Interface (AWS & Azure), Printer Management, Network Management (TCP/IP, DNS, SNMP, SMTP), WIFI Management
• Proficient understanding of Teams meeting rooms and live events setup and troubleshooting
• Effective written and verbal communication skills.
• Ability to multi-task and deliver effective feedback to the senior IT Management
• Working knowledge of ServiceNow and/or Remedy IT Service Management
• Familiarity and experience with scripting languages: PowerShell, Bash, Python, JavaScript, etc...
• Experience with studio development applications/tools including, but not limited to: Perforce, Visual Studio, Adobe Creative Cloud, Maya, 3DS Max, Houdini, Microsoft XDK, Sony XDK/PRODG, JIRA, Ansible & Parsec
• Self-starter, self-motivated, able to work under minimal supervision
• Experience with Project Management tools/methodologies

• Preferable a degree or diploma in IT Information Systems
• ITIL Foundation
• Minimum 5 to 7 years working experience in end user computing environment