Workplace Support Engineer_978

Job description

Position Summary

The Workplace Engineer in Allianz Technology Malaysia, Regional Delivery Center (RDC) is responsible for providing comprehensive support to ensure the efficient operation of the workplace solutions. This role involves handling workplace administrative tasks and providing technical support to staff for productive workplace.

Key Responsibilities

• Provide workplace (WPS) solutions incident support, change management, Service Request fulfillment and problem resolutions within the SLA.
• Coordinate with other support teams and stakeholders to ensure effective incidents resolution or tasks completion.
• Work closely with the team to maintain or improve workplace product stability by reducing incidents or reoccurrence incidents.
• Administer and manage workplace platform e.g. Microsoft 365, AMC, AVC, Laptop, video conference device and etc.
• Collaborate with central services team or vendors to address and resolve technical issues and complete service request fulfillment in within the agreed SLA.
• Assist Walk in Users and VIP-Support
• Work closely with the governance team on the toxic & forward-looking toxic items (Group & local toxic) remediation plan for completion before the toxic date.
• Prioritize vulnerabilities based on severity, potential impact, and exploitability to focus patch management efforts on critical vulnerabilities that pose the greatest risk to the OE.
• Maintain an accurate inventory of all OE's endpoints assets throughout their lifecycle (RFP > Disposal).
• Deploy patches and updates to endpoints using automated patch management tools or centralized management platform.
• Schedule patch deployment activities during the maintenance windows or non-business hours to minimize disruption to end users. 
• Maintain documentation, guides, and knowledge base articles to support OE. The documentation includes configurations, procedures, and troubleshooting steps for the Workplace services. 
• Ensure documentation is kept up-to-date and easily accessible to all relevant stakeholders.
• To work in assigned shifts to provide continuous WPS support coverage.
• Be available for on-call standby support outside of regular working hours to address urgent issues.
• Ensure a smooth handover between shift, documenting any ongoing issues or actions taken.
• Involve in workplace projects and ensuring successful project delivery.
• Automation: Develop and implement automation scripts and tools to improve system efficiency and reduce manual intervention.
• Global Collaboration: Work with global teams to manage and deliver globally managed services. Coordinate with global teams to ensure alignment and consistency in service delivery.

Key requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in IT support, system administration, or a similar role.
• 1 - 2 year experience in Workplace technologies such as
  • Microsoft 365 products and service,
  • Microsoft Intune & Endpoint Manager, SCCM
  • Microsoft Entra ID,
  • Laptop provisioning.
  • e. Skills in deploying Windows 11 SOE images, applications and updates to workstation using Intune /   SCCM
• Strong communication and customer service skills.
• Understanding of ITIL & SLA's
• This role may involve collaboration with remote teams and vendors to ensure effective quality assurance support.
• The position may require occasional after-hours work to accommodate training sessions or quality assessments.