System Engineer (End User Computing)

Job Responsibilities

• Provide timely and professional end-user IT support to employees through various channels, including email, telephone, internal messaging platforms and onsite support, in accordance with the Bank’s established service standards.
• Manage IT service requests and incidents through the IT Service Management (ITSM) platform, including ticket logging, classification, resolution, progress updates and closure. Perform regular analysis of ticket data to identify recurring issues, improve service processes, enhance user satisfaction and ensure achievement of Service Level Agreement (SLA) targets.
• Install, configure, troubleshoot and maintain end-user hardware and software, including desktop PCs, laptops, printers, scanners and Virtual Desktop Infrastructure (VDI) clients. Diagnose and resolve Windows operating system and application-related issues to ensure business continuity.
• Perform day-to-day monitoring and administration of the VDI environment, including image and version management, resource capacity management and performance optimisation, to ensure the stability, security and performance of virtual desktop services.
• Implement and maintain endpoint security controls in accordance with the Bank’s information security policies and standards. Perform endpoint security baseline checks and system hardening, and coordinate vulnerability scanning, patch testing, deployment and remediation for operating systems and applications to ensure compliance with the Bank’s security requirements.
• Maintain accurate inventories of end-user hardware and software assets and manage equipment issuance, return and storage processes. Conduct periodic asset verification and monitor resource utilisation. Manage the lifecycle of end-user computing assets to optimise resource allocation and asset utilisation.
• Prepare, update and maintain technical manuals, Standard Operating Procedures (SOPs), user guides and knowledge base articles, ensuring that all technical documentation is accurate, complete and appropriately protected.
• Coordinate with third-party service providers and equipment vendors on system upgrades, large-scale endpoint deployments and technical troubleshooting. Monitor vendor performance and validate deliverables to ensure that services and projects are completed on time and in accordance with the Bank’s technical, quality and compliance requirements.
• Support endpoint-related procurement activities, including procurement initiation, outsourcing and contract reviews, product evaluation and selection, and the development of technical specifications.
• Perform other IT support and operations duties as assigned by the supervisor, and actively participate in technical knowledge sharing and team development activities.

Job Requirements

• Education: Bachelor’s degree or above in Computer Science, Software Engineering, Information Management or a related discipline.