EUC Engineer

Easypaisa Digital Bank, Pakistan’s first digital bank, has played a pivotal role in advancing the country’s digital finance landscape. Supported by prominent shareholders such as Telenor Group, a leading telecom operator in Asia and the Nordics, and Ant Group, the powerhouse behind Alipay, easypaisa provides secure and convenient financial solutions to millions across Pakistan. The organization is seeking a dedicated professional to manage its technological infrastructure and end-user support systems, ensuring enhanced productivity and operational efficiency. This role involves overseeing a wide array of hardware, software, and services used daily by employees, including desktops, laptops, Cisco devices, operating systems, and various applications.

Key Responsibilities:
- Resolve tickets assigned through ITop/IPeople within the defined turnaround time (TAT).
- Coordinate with internal and external stakeholders to address end-user complaints related to applications, networks, and hardware across various departments. This includes troubleshooting issues with operating systems, MS Office, antivirus software, passwords, MS Outlook, and more.
- Provide extended support for software, particularly concerning hardware warranty and parts claims.
- Set up video conferencing for events and board meetings, ensuring smooth technical operations.
- Create user accounts on the I-Proc system and offer ongoing support to users.
- Configure RTGS security settings in compliance with State Bank of Pakistan (SBP) Standard Operating Procedures (SOP).
- Manage and reserve IP addresses through the DHCP server.
- Configure Outlook 365 accounts and assign licenses to users. Install and configure the Intune company portal on users’ mobile devices.
- Reset and unlock domain accounts, manage hosts through Active Directory, and troubleshoot user and computer issues.
- Diagnose and resolve system and network problems, including network printer issues.
- Provide help desk support for password-related and hardware/software troubleshooting on endpoints.
- Manage compliance risks inherent in daily activities, ensuring that business lines develop and update systems, policies, and procedures to mitigate these risks.
- Oversee the organization’s technological infrastructure and support systems to improve end-user productivity, covering all hardware, software, and services used daily.
- Maintain and manage IT inventory efficiently.

Required Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or a related field from a reputable institution.
- 1-2 years of relevant work experience in IT support or infrastructure management.

Skills & Competencies:
- Proficient in software and hardware troubleshooting.
- Strong communication skills to effectively liaise with stakeholders.
- Disciplined with excellent time management abilities.
- Demonstrated problem-solving skills to address technical challenges promptly.

This role offers an opportunity to contribute to a leading digital bank that is shaping the future of financial services in Pakistan. The successful candidate will play a vital role in maintaining a robust IT environment that supports seamless operations and enhances user experience across the organization.