Senior Deskside Support Engineer (23-30K)

Swing Consulting Ltd.; Hong Kong; On-site; HKD 256,680 - 334,800; Full time

Benefits offered by this job

10-20 Days Annual Leave

5-day Work Week

Medical Plan

Friendly and Energetic Working Environment

Job summary

A technology consulting firm in Hong Kong is seeking a Senior Deskside Support Engineer to lead the end user support team. The ideal candidate will have a Higher Diploma in IT and 5 years of experience in technical support, with 3 years in a leadership role. Responsibilities include resolving technical issues, mentoring team members, and enhancing customer satisfaction. This role offers a salary range of 23-30K based on experience, along with benefits such as annual leave and a medical plan.

Qualifications

• 5 years’ experience in end user support with at least 3 years in a leadership role.
• Strong technical knowledge across various hardware and software platforms.
• Proven ability to foster a positive work environment.

Responsibilities

• Provide leadership and guidance to the end user support team.
• Handle escalated technical issues and ensure prompt resolution.
• Collaborate with IT teams to resolve complex issues effectively.

Skills

Leadership

Technical troubleshooting

Communication

Analytical mindset

Team motivation

Education

Higher Diploma in Information Technology or related field

Job description

SW8663 |19 Jun 2024 Senior Deskside Support Engineer (23-30K)

Responsibilities

• Provide leadership, guidance, and mentoring to the end user support team.
• Conduct team meetings and coordinate work assignments to ensure efficient service delivery.
• Handle escalated technical issues and provided advanced troubleshooting and problem-solving expertise.
• Ensure prompt and accurate resolution of end-user technical problems, both hardware and software related.
• Collaborate with other IT teams to resolve complex issues and ensure seamless integration of services.
• Establish and maintain strong relationships with end users and stakeholders.
• Address customer concerns and ensure a high level of customer satisfaction.
• Act as a point of contact for major incidents or critical support issues, ensuring timely communication and resolution.
• Analyze data and metrics to identify areas for improvement and track team performance against established goals.
• Streamline processes and procedures to increase efficiency and productivity.
• Maintain accurate operation documentation of support activities, including incident reports, resolutions, and knowledge base articles.
• Help Service manager to Prepare regular reports on team performance, incident trends, and service level agreements (SLAs).

Qualifications & Benefits

• Higher Diploma in Information Technology or related field (or equivalent experience).
• 5 years’ experience on end user support with at least 3 years’ experience on leadership role within IT support environments.
• Strong technical knowledge and troubleshooting skills across various hardware and software platforms.
• Excellent communication and interpersonal skills to interact effectively with end users and team members.
• Proven ability to lead and motivate a team, fostering a positive work environment.
• Analytical mindset with the ability to identify and resolve complex technical issues.
• Familiarity with IT service management (ITSM) frameworks, such as ITIL.
• Proficiency in documenting processes, procedures, and technical information.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• 23-30K Depends on Experience
• 10-20 Days Annual Leave
• 5-day Work Week
• Medical Plan
• Friendly and Energetic Working Environment