Deskside Technician II

Stefanini; Hong Kong; Presencial; HKD 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Paid time off

Tuition reimbursement

Professional development eLearning

Stefanini University trainings

Descripción de la vacante

Stefanini is seeking a desktop support specialist in Hong Kong to troubleshoot hardware issues, conduct break/fix replacements, and manage end-user device support. This role uses ServiceNow for ticketing, involves site asset inventory, and requires collaboration with teams while occasionally traveling between sites.

Strong communication skills, the ability to work independently, and a customer-oriented attitude are essential.

Formación

• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Ability to work in a team environment as well as independently.
• Good verbal and written communication skills.

Responsabilidades

• Troubleshooting and repairing hardware issues.
• Urgent break/fix replacements in accordance with knowledge base and instructions.
• Preventative maintenance and lifecycle planning.
• Troubleshooting HW issues on end-user devices.
• Proper utilization of ServiceNow and ticket queue management.
• Escalating tickets to desktop support or 3rd parties when needed.
• Support critical projects involving hardware and high-touch user experience.
• Maintain site hardware asset inventory and loaner parts.
• Engage OEM for warranty repairs and status follow-up.
• Escort OEM technicians onsite when required.
• Assist clients with physical support for incidents related to network, data center, and other activities.

Conocimientos

Hardware troubleshooting

Operating systems knowledge

Customer service

Teamwork & communication

Herramientas

ServiceNow

Descripción del empleo

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?

• Troubleshooting and repairing hardware issues;
• Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions;
• Preventative maintenance (e.g., lifecycle);
• Troubleshooting HW issues on end user devices;
• Proper utilization of ServiceNow;
• ServiceNow queue management and Ticket follow-up;
• Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;
• Critical project support that involves hardware and/or high-touch user experience;
• Perform comprehensive site hardware asset inventory;
• Conduct spare part and loaner pool management;
• Support IMACR/D requests;
• Engage OEM for warranty repairs and follow up on status;
• Escort OEM technicians onsite when needed.
• Assist client with physical support for incidents related to network, datacenter, and other activities as requested.
• Work on child ticket as assigned by Level 2/3 client-provided technical staff.

What you need to succeed:

Knowledge of multiple manufacturers and operating systems.

Excellent troubleshooting capability.

Ability to work in a team environment as well as independently.

Ability to communicate technical information -technical audiences.

Excellent verbal and written communication skills.

Ability to complete assignments with no supervision.

Ability to search internally/externally for support information.

Customer-oriented attitude.

Ability to travel locally and in-state to support other sites, if applicable.

Valid driver's license and proof of auto insurance, if travel is required.

Attendance and schedule adherence are requirements of this position.

This position includes continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment.

Knows and applies fundamental concepts, practices and procedures of particular field of specialization.

What you'll get

• Work with brilliant minds, often within a global capacity;
• Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
• Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual trainings as well.

Why we're different

Brazilian and privately owned company;

Agility, flexibility, and innovation are in our DNA;

Flat organizational structure which enables faster communication and decision making.