IT Support Engineer

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. We have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. Job Description

The IT Support Engineer is responsible for delivering technical support and troubleshooting services to end-users, ensuring the smooth operation of IT systems. This role involves managing incidents and service requests through a ticketing system, resolving hardware / software issues, supporting IT infrastructure, and collaborating with the regional support team in Singapore. Key Responsibilities

Technical Support & Ticket Management :

Provide first and second-level support for IT issues via the ticketing system. Log, track, prioritize, and resolve incidents and service requests within defined SLAs. Escalate unresolved issues to appropriate teams while maintaining ownership and communication with end-users.

User & System Administration :

Manage user accounts, permissions, and access rights in Active Directory and Microsoft 365. Support desktop / laptop provisioning, software installations, and system configurations.

Hardware & Software Support :

Troubleshoot and resolve issues related to desktops, laptops, printers, and mobile devices. Maintain and update IT asset inventory and documentation.

Network & Connectivity :

Assist in diagnosing and resolving basic network issues (LAN, Wi-Fi, VPN). Support network device setup and configuration under guidance.

Regional Collaboration :

Engage with the IT support team in Singapore for issue escalation, knowledge sharing, and coordination of cross-site support activities. Participate in regional meetings and contribute to standardization of support practices.

Reporting & Documentation :

Generate regular reports on ticket resolution metrics, asset inventory, and compliance status. Document troubleshooting steps, resolutions, and known issues for knowledge base development. Provide insights and recommendations based on support trends and recurring issues.

Security & Compliance :

Apply patches and updates to ensure system security and compliance. Support endpoint protection and data loss prevention tools.

Project & Deployment Support :

Participate in IT projects such as hardware refresh, software rollouts, and system upgrades. Collaborate with cross-functional teams to implement IT solutions.

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications.

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