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Executive Support Engineer Lead

Summary

Salary
Competitive
Team
Information Technology
Location
Singapore - St James Power Station Headquarters

About Us

Dyson IT

At Dyson, we demand the highest standard of performance from the technologies we engineer. Our people expect the same from the technology that supports them. We are a community that appreciates and advocates better engineering. A community of pioneers.  

Dyson IT are mid-transformation. Our aim, to create robust IT architecture, to manage data effectively and efficiently and continue to grow our world-class team. A team who is strategic, enabling business acceleration, growth and success.

Our Digital Workplace Services team

The Digital Workplace Services Team in which this role is aligned exist to:

  • Deliver world class Service Desk, End User Computing, Collaboration, Legal, Payroll, Dyson Institute, Estates, Group Security and HR IT Services to Dyson’s global employees (circa 15,500 users)
  • Ensure ITIL aligned governance and standards are followed
  • Drive continual improvement into the Digital Workplace services space in line with Dyson’s growth
  • Deliver a roadmap for all Digital Work place services to drive transformation required to support Dyson’s blueprint
  • Establish and maintain strong relationships with the business, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.

About the Role

Reporting to the Senior Service Operations Manager and based primarily in our world class Dyson Headquarters in Singapore (St James Power Station) but with extensive local and global travel required, you will be responsible for providing world class end user computing support to Dyson’s Executive team. 

This role although based in Singapore will require extensive travel when required and also on call support.

You will:

  • Provide prompt, competent and professional IT end user computing related support to all Dyson Executive members (both incidents and service requests)
  • Effectively manage EUC device, build and security compliance across all Executive devices
  • Provide IT support for key Executive events e.g. board meetings, café briefing set up/Executive device preparation
  • Provide Executive residential support (by phone and where required onsite) out of core business hours
  • Manage Executive new joiners, movers and leavers process
  • Manage Executive team hardware, software and builds (builds to be centrally managed by another team)
  • Drive continual service improvement into the support provided to the Executive
  • Manage other VIP EUC Support engineers to ensure coverage, quality etc
  • Work with all Executive Assistants to understand travel plans to ensure that EUC support is provisioned as required
  • Manage critical spares and request replenishment where required
  • Provide a break fix service to the Executive team 24/7
  • Support the Executive team with any business change relating to End User Computing e.g. new features added in M365, devices refreshes etc.
  • Create and share a weekly and monthly report on service status within the Executive team e.g. incident details, repeat incidents, critical events planned/completed, future travel and support plans etc
  • Work with/feed into continual service improvement with third parties that support the wider Executive support model e.g. SCCM, JAMF, hardware procurement, M365, security, unified communication teams
  • Stay abreast of trends, new capabilities within End User Computing technologies and M365

About You:

Person specification / Core Competencies:

You must possess strong interpersonal communication skills being able to interact with key business stakeholders at Executive level.  You must be a natural problem solver with strong customer service and focus skills.

Essential:

  • At least 3 years experience as a EUC support engineer with ideally experience resolving Executive level issues
  • Experienced in Windows, Mac and iOS support (at least 2 years in each)
  • Experience in SCCM, InTune, JAMF and M365 security technologies
  • Experienced in unified communications support including Microsoft hubs, Microsoft Surface Studios, Crestron meeting room devices and associated device connectivity
  • Eligible passport for local and international travel

Desirable:

  • Knowledge of IT service desk tools and best practices
  • ITIL trained
  • Experience with interacting with third party suppliers directly e.g. Microsoft, service providers etc
  • Strong management skills – this role manage up to 4 VIP EUC Engineers

Benefits

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.

#LI-DYSON 


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.