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End User Support Engineer

  • Full Time, onsite
  • Beyondsoft Malaysia
  • Wilayah Persekutuan Kuala Lumpur, Malaysia
Salary undisclosed

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Role Responsibilities:

Endpoint Device Management

  • Oversee the deployment, configuration, and management of endpoint devices.
  • Manage and maintain device lifecycle, including procurement, setup, patch management, and decommissioning.
  • Ensure devices are compliant with security policies and regulations.
  • Managing end user-related technologies supporting 18 LBUs including Windows OS build management, patching using Intune and SCCM, Hard Disk Encryption, AD GPO management, etc.

Technical Support & Troubleshooting

  • Provide Level 1 and Level 2 support for endpoint-related technical issues.
  • Diagnose and resolve software, hardware, performance, and connectivity problems.
  • Escalate complex technical issues to higher-level support or external vendors.

Software & Patch Management

  • Deploy and manage software applications and updates across endpoint devices.
  • Implement and monitor patch management processes to ensure devices are up-to-date and secure.
  • Utilize Microsoft Endpoint Manager\Intune for software distribution and compliance monitoring.

Security & Compliance

  • Implement and enforce security measures, including antivirus software, encryption, and endpoint protection solutions.
  • Conduct regular security audits and vulnerability assessments on endpoint devices.

Documentation & User Support

  • Maintain detailed documentation for device configurations, troubleshooting steps, and IT processes.
  • Conduct training sessions for end-users on best practices and self-service troubleshooting.
  • Develop knowledge base articles and FAQs to support end-users.

Performance Monitoring & Reporting

  • Monitor endpoint device performance and usage metrics to identify trends and potential issues.
  • Generate regular reports on device health, support ticket resolution times, and user satisfaction.
  • Provide recommendations for system improvements based on performance data.

Collaboration & Communication

  • Work closely with IT teams, business units, and external vendors to support endpoint management solutions.
  • Communicate effectively with stakeholders to understand requirements and address concerns.
  • Participate in team meetings and contribute to IT service strategy and improvements.