IT Support Analyst

Focal Search Pte Ltd; Hong Kong; On-site; HKD 300,000 - 400,000; Full time

Job summary

A technology services provider in Hong Kong is seeking an experienced IT Support Technician. The successful candidate will manage service requests and ensure operational IT assets. Responsibilities include troubleshooting hardware and software issues, providing client support, and maintaining effective communication. Candidates should have over two years of experience in IT support with a strong focus on client satisfaction, along with familiarity with Microsoft Office 365 and various IT tools. This role offers a collaborative environment aimed at enhancing customer service.

Qualifications

• More than two years of experience in a Level 1 or Level 2 support position.
• Strong familiarity with desktop and laptop hardware.
• Knowledge of issue tracking and resolution ticketing systems.

Responsibilities

• Manage service requests, incidents, and trends within SLA.
• Ensure all IT assets are maintained and operational.
• Coordinate with suppliers for timely equipment delivery.

Skills

Written and spoken English communication

Client-focused solutions

Windows and Linux support

Microsoft Office 365 Suite administration

Audio-video support

Tools

ZenDesk

ServiceNow

Endpoint Central

Job description

Responding to Service Requests, Incidents, and Trends

• Ensure that events and service requests are handled successfully and within the SLA (Service Level Agreement) by taking responsibility for them.
• Actively detect recurring problems or service hazards and assist in preventing them to enhance our internal procedures, operations, and customer service.
• Contribute expertise to the team and our self-service portals to aid in incident resolution.

IT Asset Management

• For smooth operations, make sure the projectors and other collaboration tools in the conference room are operating properly.
• Make that all devices are patched and running the most recent versions of the operating system; fix those that don't comply.
• To guarantee a smooth onboarding process, give new or transferred users phones, computers, and other required devices.
• Review IT asset stock levels on a regular basis to make sure the storeroom has enough supplies and to manage asset replacement.
• Oversee the lifecycle of IT assets, from acquisition to disposal, making sure that proper tracking and reporting are done.
• To get the best value for your money, get quotes, oversee the purchase, and invoice for IT equipment and licensing.
• Work together with suppliers to guarantee equipment delivery on schedule, and coordinate with the finance department to guarantee timely payment.

Qualifications:

• Outstanding ability to communicate in written and spoken English
• More than two years of experience in a Level 1 or Level 2 support position
• Excellent client focus identifies wants and comes up with solutions to satisfy them
• Familiarity with the Microsoft Office 365 Suite, specifically with Administration, Teams, Outlook, and Sharepoint
• Strong working familiarity with desktop and laptop hardware and support for Windows and Linux
• Familiarity with Endpoint Central and other IT asset management and automation tools
• Support for audio-video and video conferences
• Knowledge of issue tracking and resolution ticketing systems, such as ZenDesk, ServiceNow, or comparable