it operations Engineer Itsm and end user computingAMK TECHNOLOGY SDN BHD

Job Description
IT Operations Engineer (ITSM and End User Computing)
Position Overview:
We are seeking a skilled and motivated IT Operations Engineer with specialized expertise in IT Service Management (ITSM) and End User Computing (EUC). The ideal candidate will possess comprehensive knowledge and hands-on experience in ITSM methodologies, EUC technologies, Support Service Desk administration, patch management, and related tools. The selected candidate will play a pivotal role in ensuring the smooth operation of our IT services, enhancing end-user experiences, and maintaining the integrity of our IT infrastructure.
Responsibilities :
IT Service Management (ITSM)
Help design, implement, and manage IT Service Management processes in alignment with industry best practices (ITIL framework).
Maintain and optimize incident, problem, change, and request management processes to ensure timely resolution and user satisfaction.
Collaborate with cross-functional teams to define and document service-level agreements (SLAs) and key performance indicators (KPIs).
Monitor service desk performance metrics, generate reports, and identify areas for improvement.
End User Computing (EUC)
Leverage expertise in end-user computing technologies to provide superior support and troubleshooting for hardware, software, and applications.
Implement and manage standardized desktop configurations, ensuring consistent user experiences across the organization.
Evaluate and recommend EUC solutions that enhance user productivity and align with business needs.
Conduct regular user training sessions to empower employees with efficient utilization of EUC resources.
Support Service Desk Administration
Administer and customize Support Service Desk to facilitate efficient incident and request tracking.
Configure workflows, SLAs, and automation rules to streamline ticket routing and resolution processes.
Collaborate with development teams to integrate Jira with other tools, enabling seamless communication and issue tracking.
Patch Management
Develop and execute patch management strategies to keep software, operating systems, and applications up to date and secure.
Coordinate patch deployment schedules to minimize business disruption while maintaining a robust security posture.
Conduct testing of patches in non-production environments to ensure compatibility and stability.
Tools and Technologies
Possess familiarity with a wide range of EUC tools, technologies, and platforms, including but not limited to Windows, macOS, Microsoft Office Suite, collaboration tools, and remote desktop solutions.
Demonstrate proficiency in utilizing ITSM tools, such as ServiceNow, Remedy, or similar platforms, for incident, problem, and change management.
Leverage Jira Service Desk and related plugins to customize and optimize workflows and automation.
Qualifications:
Relevant certifications (ITIL, CompTIA A+, Microsoft, etc.) are a plus.
Minimum of 5 years of proven professional experience in IT operations with a strong focus on ITSM and EUC.
Bachelor's degree in Computer Science, Information Technology, or a related field is a plus
Hands on experience and demonstrated expertise in administering Support Service Desk (Jira), including workflow configuration and customization.
Hands on proficiency in creating and executing patch management strategies across diverse environments.
Strong analytical and problem-solving skills to identify and resolve complex IT issues efficiently.
Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and end-users.
Proven ability to prioritize and manage multiple tasks while maintaining a high level of attention to detail.