L1 Resident Engineer - Windows Migration

Migration activities will be performed via Citrix remote sessions by the backend IT team (candidate with Citrix experience is preferred). Basic troubleshooting knowledge is required, including printers, network connectivity and Windows 11 environments) Location : One Raffles Quay Working hour : 9am-6pm Windows 11 Migration Support Resource (3-Month Contract) We are seeking a Windows 11 Migration Support Resource for a three-month engagement to support the end-user migration phase. This role plays a critical part in ensuring a smooth transition to Windows 11 by providing hands-on user support, issue resolution, and close collaboration with the global project team based in UK or India. Key Responsibilities • End-User Migration Support o Guide and support end users throughout the Windows 11 migration process. o Provide hands-on assistance during both pre-migration and post-migration phases. • Incident & Issue Management o Perform pre-migration and post-migration troubleshooting and issue resolution. o Log, update, and manage incidents and requests in ServiceNow (SNOW). o Ensure end-to-end ownership of assigned tickets, including follow-ups on escalated issues, until full resolution is confirmed with the user. • Timeline & Delivery Management o Work within migration timeline, ensuring milestones are met and issues are resolved promptly to avoid delays. • Communication & Collaboration o Participate in migration forum calls (during office hours or late-night sessions, as required basis only). o Proactively raise risks and concerns. o Collaborate closely with global project team to resolve challenges. • Reporting & Documentation o Produce migration status reports, covering progress, issues, and user-facing impacts until they are fully resolved. o Document detailed resolution notes separately and share them for tracking, reporting, and knowledge-sharing purposes.