Euc Engineer (Level 2)

L2 Technical Support & Incident Resolution • Provide Level 2 support for escalated EUC incidents in a mission-critical banking Environment • Diagnose and resolve complex issues related to: Windows 10/11 platforms Virtual desktops (VDI, if applicable) Trading floor / front-office user setups (if relevant) • Perform root cause analysis (RCA) and implement preventive measures Microsoft 365 (M365) Administration & Support • Support and administer: Exchange Online (mail flow, mailbox permissions, archiving) Microsoft Teams (secure collaboration, policies) SharePoint Online & OneDrive (access control, data sharing governance) • Troubleshoot mail delay, phishing, safe links, and attachment security issues • Ensure compliance with data protection and financial regulatory requirements Identity & Access Management (IAM) Manage Active Directory & Azure AD (Entra ID): User provisioning/de-provisioning (Join/Move/Leave process) Role-based access control (RBAC) Support Multi-Factor Authentication (MFA) and Conditional Access policies Ensure strict adherence to least privilege and segregation of duties Endpoint & Device Management Administer endpoints using: Microsoft Intune / Endpoint Manager Group Policy Objects (GPO) Enforce: Device compliance policies Encryption (BitLocker) Endpoint security controls (EDR/AV tools) • Support secure remote access (VPN, Zero Trust models) Security & Regulatory Compliance Support compliance with standards such as: MAS (Monetary Authority of Singapore) guidelines (or equivalent) PCI-DSS (if applicable) ISO 27001 Monitor, respond, and remediate: Endpoint security alerts Suspicious user activities Support audit requests, evidence gathering, and reporting Incident, Change & Problem Management Use ITSM tools (ServiceNow, Remedy, etc.) Follow ITIL processes: Incident, Change, Problem management Participate in change reviews ensuring minimal business disruption Maintain high SLA adherence for critical banking systems Business Continuity & High Availa…