End-User Services Engineer (L2) – Workstation Support

About the role

Crédit Agricole Corporate and Investment Banking (CIB) is looking for an End-User Services Engineer (L2) to drive the operational excellence, reliability and continuous improvement of workstation and end-user services across the Singapore ISAP office. The role covers proactive and reactive support of system infrastructure in line with SLAs, with 2 shifts (8am to 8pm) on rotation, weekend/on-call and emergency duty.

Key responsibilities

• Support new technologies and provide consistent service across streams, and support technical skills development and training.
• Maintain, review and share technical information; document, review and maintain runbooks, troubleshooting guides and the knowledge base, and share known issues with L1 and other Asia local IT teams.
• Implement improvements based on LEAN-CA-CIB best practices, focus on automation and efficient use of the team, and review technology changes for potential risks.
• Handle problem management and resolution, including VIP support, high-visibility events and townhalls, and complex, high-severity incidents.
• Manage client relationships, including planning, clarifying requests, mitigating risks and ensuring service quality, and liaise with partners, vendors and global clients.
• Facilitate transformation projects, ensure production readiness of new projects and solutions, and contribute to ISAP/ITS collaboration and innovation.
• Manage compliance and control deliverables within the end-user services scope.

Required profile

• 5 to 10 years of experience supporting Windows workstations, preferably in the financial sector.
• Experience building and customizing workstations, and 5 to 10 years of Windows administration.
• Strong understanding of network concepts and Active Directory.
• Ability to communicate professionally with users, VIPs, internal and external partners.
• Self-motivated, autonomous, customer service oriented, with excellent communication and troubleshooting skills.

Required skills

• In-depth knowledge of Windows 10/11, Microsoft 365, Entra ID and Azure administration.
• SCCM/MECM deployment tools and PowerShell scripting.
• Hardware installation and configuration (PCs and laptops, preferably HP/Dell), and troubleshooting of desktops, laptops, mobile devices, printers and peripherals.
• Troubleshooting and log analysis tools such as Sysinternals, root cause analysis and preventive solutions.
• Basic to proficient video conferencing software support and troubleshooting of conference room equipment.