- Reporting to the Director, Regional IT Operations Asia Pacific, the IT Support Analyst provides 1st and 2nd tier support for regional IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals.
- Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists.
- Escalates complex issues to senior team members or to appropriate next level technical, professional, or service personnel for repairs, training, and follow up.
- Working knowledge of ServiceNow preferred.
- Responsible for first and second level support of IT systems in HK and the APAC region, including PC's, printers, servers, and related IT equipment
- Responsible for coordinating support of office building related IT issues such as network room power, UPS, HVAC, telephony, and collaborative tools such as video conferencing
- Provide first level troubleshooting for VoIP phone and network communications
- Troubleshoot daily problems and provide remote support
- Install software, desktop/laptops systems and peripherals
- Update documentation & provide basic training
- Maintain and organize inventories
- Manage and organize support information knowledge base
- Part of a team for out of hours contact for any IT related issues including disaster recovery
- Post-Secondary Education graduate or relevant experience
- 2+ years technology/desktop support experience
- Excellent English Language skills, Cantonese a plus
- Proficient with Windows desktop environment (Win 10/11 & Microsoft Office/O365)
- Video conference & meeting room technology
- Ability to work well as part of a regional team and build collaborative relationships
- Strong telephone and customer service skills
- Strong analytical and problem-solving skills
- Availability to work overtime as part of a team and as required for incidents
- Basic TCP/IP networking
- VoIP Telephony
- Windows Server environment administration
- Mobile device support
- Printer technologies
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IT Support Analyst - Hong Kong, 香港 - Omni Group Asia Ltd.
描述
Core duties
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Requirements
Required Qualifications:
Required Skills:
Proficient with:
