Serve as the L2 technical support to HK and China users remotely who are seeking assistance over the phone, email, or service desk management system
Provide L1 support for critical business systems and resolving of issues with vendors and/or regional teams.
Support, monitor, upgrade and maintain the IT systems and infrastructure.
Troubleshoot system and network infrastructure problems, diagnosing and solving hardware and software faults.
Ensure all duties are carried out according to department’s Standard Operating Procedures (SOPs).
Collaborate with various IT service providers for proper lifecycle from quotation and SLA negotiation, delivery till billing processes.
Develop and maintenance of IT documentation
Maintain the accuracy and quality IT asset inventory
Ensure compliance in Disaster Recovery for Business Continuity Planning (BCP), security, and other corporate IT standards and policies
Develop and facilitate end-user system training as required
Contribute to various local and regional IT projects as required
Job Requirements
Bachelor degree holder in Computer Science or IT related field
Minimum 5 years of hands-on relevant experience
Familiar with Microsoft Windows family of products, Active Directory, O365, VOIP, LAN/WAN/Wi-fi networking, anti-malware endpoint protection, data protection and office automation tools
Sound knowledge with cloud-technology, SD-WAN, virtualization and cybersecurity
ITIL certificate holder preferred
Good command of both written and spoken Chinese and English and Mandarin
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