About the team:
The Enterprise Technology team is a diverse and collaborative group of professionals responsible for driving the technological advancements within GXS Bank. We work on cutting-edge projects that aim to enhance the bank's infrastructure, security, and operational efficiency. Our team is at the forefront of innovation, leveraging the latest technologies such as cloud computing, artificial intelligence, and data analytics to deliver exceptional solutions.
About the Role:
The End-User Computing (EUC) Specialist/Engineer will be responsible for managing and supporting the endpoint devices used by GXS Bank employees. This includes desktops, laptops, mobile devices, and peripherals. The role involves ensuring the reliability, security, and optimal performance of these devices, addressing technical issues, and implementing best practices for endpoint management.
Key Responsibilities:
1. Endpoint Device Management
- Oversee the deployment, configuration, and management of endpoint devices (desktops, laptops, mobile devices, etc.).
- Manage and maintain device lifecycle, including procurement, setup, patch management, and decommissioning.
- Ensure devices are compliant with security policies and regulations.
2. Technical Support and Troubleshooting
- Provide first and second-level technical support for endpoint devices.
- Diagnose and resolve hardware and software issues, including connectivity, performance, and application problems.
- Escalate complex issues to higher-level support or external vendors as necessary.
3. Software and 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 endpoint management tools (e.g., Jumpcloud, Automox, Microsoft Endpoint Manager, SCCM, Intune) for software distribution and compliance monitoring.
4. Security and Compliance
- Implement and enforce security measures, including antivirus software, encryption, and endpoint protection solutions.
- Conduct regular security audits and vulnerability assessments on endpoint devices.
- Ensure compliance with internal security policies and external regulations (e.g., MAS, NIST, CIS).
5. User Training and Documentation
- Create and maintain documentation for device configurations, troubleshooting procedures, and best practices.
- Conduct training sessions for end-users to enhance their understanding and effective use of endpoint devices.
- Develop FAQs and knowledge base articles to support self-service and reduce sup
- port requests.
6. Performance Monitoring and 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.
7. Collaboration and Communication
- Work closely with other IT team members, business units, and external vendors to ensure cohesive support and implementation of endpoint management solutions.
- Communicate effectively with stakeholders to understand their needs and address technical concerns.
- Participate in regular team meetings and contribute to strategic planning for IT services.
Qualifications:
Education: Diploma/bachelor's degree in computer science, Information Technology, or a related field.
Experience:
- Minimum of 3 years of experience in IT support or endpoint management.
- Hands-on experience with endpoint management tools (e.g., Automox, SCCM, Intune, Jumpcloud).
Technical Skills:
- Proficiency in troubleshooting and resolving hardware and software issues on endpoint devices.
- Knowledge of endpoint management tools for software deployment, patch management, and compliance monitoring.
- Familiarity with scripting languages (e.g., PowerShell, Python) for automation tasks.
- Understanding of IT security practices and endpoint protection solutions.
- Experience with mobile device management (MDM) solutions.
Soft Skills:
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Customer-focused mindset with a commitment to delivering high-quality support.
