EUC Engineer

Job Summary:

We are looking for an experienced and dynamic Desktop Engineer to join our global IT team. In this role, you will be responsible for supporting and optimizing the desktop platform, including physical and virtual desktop infrastructures (VDI), within a highly regulated environment. The ideal candidate will be proficient in Citrix , Windows OS , VDI , SCCM , and App-V technologies. You will collaborate with teams across the organization, particularly in the APAC region, to ensure seamless user experience, enhanced security, and operational efficiency.

Key Responsibilities: Desktop Platform & Infrastructure Support:

• Maintain & Support Desktop Platform: Manage and support both physical and virtual desktop environments, ensuring high availability, security, and seamless performance.
• Patch Management: Participate in global Desktop OS patch management and ensure successful deployment of patches across environments, adhering to security and compliance guidelines.
• Deployment & Custom Applications: Create deployment packages and custom applications for efficient distribution and management in an enterprise setting. Leverage tools like SCCM for streamlined processes.

End User Services (EUS) & APAC Collaboration:

• Regional Escalations: Act as the APAC point of contact for End User Services escalations , working cross-functionally to drive resolutions and escalate issues when necessary.
• Bridge Engineering & EUS Teams: Collaborate with desktop engineering and regional EUS teams to ensure that global standards are aligned with local (APAC) requirements and nuances.
• EUS Team Coaching: Provide guidance and mentorship to End User Service teams and Service Desks on new technologies, tools, and routine tasks to enhance their efficiency and effectiveness.

Technology Optimization & Enhancement:

• Evaluate & Recommend Technologies: Assess new end-user technologies and solutions to improve security, reliability, and user experience within desktop platforms.
• Global Technology Projects: Contribute to global technology projects to improve desktop experience, collaborating with internal and external teams.
• Standards & Documentation: Develop, maintain, and ensure global workstation standards and processes are adhered to. Document procedures and guidelines to ensure consistency across teams.

Automation & Reporting:

• Automate Desktop Processes: Stay up-to-date with next-generation desktop platforms and automation tools to drive efficiency and minimize manual interventions.
• Reporting & Metrics: Track and generate reports to monitor the productivity and performance of the desktop support function and its impact on end-user experience.

General Skills:

• Client-Focused Mindset: Strong focus on delivering outstanding customer service, with a proactive approach to addressing end-user issues and improving their experience.
• Mission-Critical Environment Experience: History of working in high-pressure, mission-critical environments , particularly in regulated industries like financial services .
• Documentation & Communication: Ability to create high-quality documentation for desktop platforms, procedures, and troubleshooting guidelines.
• VDI & Transformation Experience: Extensive experience supporting large-scale desktop environments , particularly in VDI and handling desktop transformation projects.
• Profile Management & Optimization: Expertise in profile management , optimization , and troubleshooting Citrix and VDI policies.
• Shift and Weekend Availability: Willingness to participate in shift work , weekend activities , and on-call support as required.

Technical Skills:

• Citrix:

  • XenDesktop/XenApp 7. 15+ (management, deployment, and optimization)

• Microsoft:

  • Windows Operating Systems (Windows 7, 10, Windows Server)
  • Microsoft Group Policy (configuration and troubleshooting)
  • PowerShell (automation and scripting)
  • SCCM 2012 R2+ (deployment, patch management, OS deployment)
  • App-V (application virtualization and management)
  • Office 365 (administration and troubleshooting)
  • Microsoft Azure (integration with desktop environments)

• AppSense:

  • Environment Manager (configuration and optimization)
  • Performance Manager (user experience enhancement)
  • Application Manager (management of applications)

• Other Technologies:

  • Thin Client Technologies (management and support)
  • VMware vSphere (virtual desktop infrastructure management)
  • Skype for Business (management, support, and troubleshooting)
  • Sophos (endpoint security)
  • Lumension (patch management)
  • ServiceNow (incident/request management)
  • Logic Monitor & Systrack (performance monitoring and diagnostics)

Soft Skills:

• Strong problem-solving and troubleshooting skills, particularly in complex desktop and virtual environments.
• Collaborative mindset with the ability to work effectively across diverse teams, including Service Desk , Wintel , and Network Engineers .
• Strong written and verbal communication skills, capable of explaining technical concepts to non-technical stakeholders.
• Adaptability to emerging technologies, new platforms, and continuously improving processes.

Working Hours:

• Shift work , weekend activities , and on-call support may be required for critical incidents and project activities.

This is a unique opportunity to be part of a global team driving the future of desktop infrastructure and user experience. If you have a passion for optimizing desktop environments, supporting end users, and working in a fast-paced, mission-critical environment, we encourage you to apply!