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On-Site IT Engineer – Lead On-Site Support (EUC & Network)
Role Positioning
This role acts as the lead on-site IT support function, owning day-to-day IT service delivery for the site. You will be the first escalation point, local decision-maker, and trusted IT partner for users and stakeholders, working closely with central IT and third-party providers.
Key Responsibilities (Lead On-Site Support)
- Act as the lead on-site IT support presence, responsible for the quality, responsiveness, and effectiveness of IT services at the site
- Own End User Computing (EUC) and local network support end-to-end, from incident intake through to resolution and follow-up
- Provide Level 1 / Level 2 (L1/L2) support, with clear L2 ownership for investigation, diagnosis, and resolution
- Serve as the primary on-site escalation point for complex desktop, application, and connectivity issues
- Take ownership of problem management, identifying recurring issues, performing root-cause analysis, and driving permanent fixes
- Coordinate with central IT teams and external vendors, ensuring issues are progressed and resolved effectively while retaining on-site ownership
- Ensure all devices, builds, and configurations comply with global standards, security policies, and asset controls
- Support local network and on-site infrastructure, escalating appropriately while maintaining accountability for outcomes
- Create and maintain local documentation, knowledge articles, and user guidance to improve self-service and reduce incidents
- Play an active role in SOX-aligned IT controls, operational documentation, and audit readiness
- Continuously look for ways to improve service quality, stability, and the on-site IT user experience
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What This Role Signals
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- You are the go-to IT owner on site
- You are trusted to make decisions, solve problems, and improve services
- This goes beyond support — it is about ownership, leadership, and operational excellence
- The role is designed to grow in scope and influence as the site and systems evolve
Personal Attributes (Personal Characteristics)
- Computer-related major, college or above
- Experience in EUC area
- Good IT management skill and teamwork spirit
Education or Experience
- University or above in computer science and related field
- 3-5 years working experience in IT field
- Has at least 2-year experience in managing computer hardware and EUC support experience
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