End User Support Specialist

About Crédit Agricole CIB Singapore IT Operations

Crédit Agricole Corporate and Investment Banking (CIB) is the corporate and investment banking branch of Crédit Agricole Group, ranked 10th globally by assets. The Singapore office is the bank's second largest IT hub after Paris, supporting operations across 30 international markets. The team focuses on envisioning future banking IT systems, assisting major banking platform projects, and providing premium in-house banking applications to maintain a competitive market edge. The environment values innovation, agility, and a proactive approach to technology.

Role Overview

The End User Support (EUS) Engineer at level 2 oversees the operational excellence, reliability, and continual enhancement of workstation and user services within the Singapore ISAP office.

Key Responsibilities

• Deliver consistent support of innovative technologies across service streams.
• Contribute to skill development and provide technical training when needed.
• Maintain and share technical documentation within the team.
• Provide proactive and reactive technical support to ensure system infrastructure availability aligned with service level agreements.
• Implement process improvements guided by LEAN-CA-CIB methodology.
• Drive automation initiatives and optimize team productivity.
• Analyze technology changes for potential risks and manage problem resolution.
• Provide prioritized, high-quality support to VIP users with quick issue resolution.
• Support major events and large-scale meetings.
• Understand global IT structures to anticipate interdependencies.
• Collaborate with technical peers, service managers, architects, and project teams on technology roadmaps.
• Facilitate and guide transformation projects with recommendations for improvement.
• Ensure production readiness and operational stability of new projects and solutions.
• Lead resolution efforts during complex or critical incidents.
• Stay current with emerging technologies to integrate into operations.
• Maintain and update technical documents, runbooks, troubleshooting guides, and knowledge bases.
• Manage compliance deliverables within end-user services scope.
• Manage daily client relationships, including planning, clarifications, risk mitigation, and maintaining service quality.
• Foster smooth coordination with partners, vendors, and global teams.
• Participate in ISAP/ITS team activities such as brainstorming, branding, innovation initiatives, and communication.
• Support shift flexibility including weekend, on-call 24/7 rotations, and emergency responses.

Qualifications and Profile

• Degree or diploma in Information Technology or Computer Science.
• 5 to 10 years of experience supporting Windows workstations, ideally in financial services.
• Expertise in technical workstation solutions including building and customization.
• In-depth knowledge of Windows environments with strong Windows administration experience.
• Solid understanding of network concepts and Active Directory.
• Innovative mindset aimed at enhancing end-user experience.
• Proficient with SCCM/MECM deployment tools and PowerShell scripting.
• Outstanding communication skills for interaction with VIP users and partners.
• Proficiency in Windows 10/11, Microsoft 365, Entra ID, and Azure administration.
• Experience installing and configuring hardware such as HP and Dell PCs/laptops.
• Strong troubleshooting and log analysis skills using tools like Sysinternals.
• Good scripting skills in PowerShell.
• Support capabilities for desktops, laptops, mobile devices, printers, and peripherals.
• Competence in troubleshooting hardware, OS, and application issues.
• Conduct root cause analysis for recurring problems and implement preventive strategies.
• Manage user profiles, system configuration, and OS deployments.
• Apply necessary security updates, patches, and compliance settings.
• Maintain endpoint security standards.
• Possess relevant Microsoft certifications (mandatory).
• Customer-focused, adaptable to a fast-paced work environment.
• Meticulous, self-driven, and independent work style.
• Identify incident patterns and opportunities to reduce occurrences through problem management.
• Basic to advanced skills in video conferencing software and conference room hardware troubleshooting.

Technical Expertise Required

• Workstation and desktop environment support.
• Microsoft 365 (M365) administration.
• SCCM/MECM deployment and management.
• PowerShell scripting proficiency.
• Azure and Entra ID administration.
• Workstation monitoring and security tools.
• Windows 10 22H2 and Windows 11 environments.

Additional Information

• This is a shift-based contract role for 12 months, subject to renewal based on performance.
• Competitive remuneration package aligned with qualifications and experience.
• Candidates must be Singaporeans or Singapore Permanent Residents as per fair employment practices.
• Shift flexibility with weekend, on-call (24/7 rotation), and emergency availability required.