Solutions & System Support Specialist

Williams Lea (Hong Kong) Ltd; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Benefits offered by this job

5 days work

15 days annual leave

Group medical insurance

Dental insurance

Life insurance

Job summary

Williams Lea (Hong Kong) Ltd is seeking a 1st/2nd level IT support professional to respond to user queries, log tickets in the ITSM system, and resolve hardware, software, and network issues. You will configure desktops, manage assets, and maintain knowledge materials. Fluency in English and Chinese is required, with 3+ years of IT experience.

The role offers a 5-day work week, 15 days annual leave, and comprehensive medical, dental, and life insurance as part of a strong benefits package.

Qualifications

• 3+ years of IT or technology experience delivering solutions from a consulting perspective.
• Excellent oral and written communications in English and Chinese.
• Experience troubleshooting end-user hardware, operating systems, basic network, Windows Active Directory, and voice systems support.

Responsibilities

• Respond to IT support queries and log them into the IT Service Management System.
• Troubleshoot hardware, OS, basic network, server access, and voice communications issues.
• Provide solutions or escalate to appropriate teams as needed.
• Maintain and update internal knowledge base with procedures and policy changes.
• Install and configure Windows and Apple desktops and laptops per standard builds.
• Enter new assets into the asset inventory system.

Skills

IT support

Customer service

English communication

Chinese communication

Problem solving

Teamwork

Education

Bachelor's degree in information technology

Tools

Active Directory

IT Service Management System

Windows

Mac OS

Job description

Provide 1st and 2nd level IT support service, using a professional approach with excellent, proficient telephone techniques and high-quality communication through effective, practiced customer service skills.

Respond to technical support queries and log them into the IT Service Management System, ensuring that details are accurately and promptly entered to the requestor's and the division's satisfaction.

Utilize a wide range of technological tools to investigate, diagnose and fix to a defined service level target, or where appropriate, elevate technical issues to the appropriate team(s).

Troubleshoot end-user hardware, operating system, basic network, server-based access and voice communications problems, providing resolutions where possible while working with IT Help Desk.

Troubleshoot software-related problems, and other computer related peripherals issue, providing resolutions where possible while working with IT Help Desk.

Maintain and update internal knowledge base of procedural and technical information, fully adhering to updates in policy, procedures and new technology.

Process and respond to incoming IT forms and requests: procurement, access requests and queries/call requests submitted via e-mail, phone or in person.

Install and configure Windows and Apple desktops and laptops as per company standard builds.

Ensure all new assets (hardware and software) are entered into the asset inventory system.

Develop procedures and training manuals and conduct presentations and briefings.

Provide training and respond to technical how-to questions from end users and customers on the use of systems and applications.

Job Requirement:

Bachelor’s degree in information technology is preferred

3+ years’ experience in IT or technology experience, and in delivering solutions from a consulting perspective.

Excellent oral and written communications skills in English and Chinese

Experience troubleshooting end-user hardware (desktops, laptops, mobile devices), operating systems, basic network troubleshooting, basic Windows Active Directory Management, and voice systems support.

Able to effectively deliver change management in complex environments.

Ability to work under pressure and strong problem-solving skills.

Ability to work with self-initiative and as part of a team.

We offer attractive remuneration package and fringe benefits such as 5 days work, 15 days of annual leave, group medical, dental and life insurance coverage to the successful candidate. In addition, you will have an opportunity to work in a reputable company with excellent career exposure.

Your application will include the following questions:

Which of the following statements best describes your right to work in Hong Kong?

Business Support Services 101-1,000 employees

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.

From our humble beginnings as a print shop in London, to our position today as a global outsourcing leader, our business is built on a strong heritage, great relationships and a talented team.

We are experts in delivering efficient business processes in complex and highly regulated environments. We connect people, processes and technology to manage documents and streamline key back

office functions. Empowered by a global workforce, our strength is unparalleled and helps improve efficiency, increase effectiveness and reduce risk for our clients.

Our clients and their customers have always been at the heart of everything we do. We bring a consultative and collaborative approach to developing solutions for the unique needs of legal,

financial and professional services firms and our long-term partnerships, great relationships and exceptional employees have been the driving force behind our success.

For more information, please visit www.williamslea.com

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.

From our humble beginnings as a print shop in London, to our position today as a global outsourcing leader, our business is built on a strong heritage, great relationships and a talented team.

We are experts in delivering efficient business processes in complex and highly regulated environments. We connect people, processes and technology to manage documents and streamline key back

office functions. Empowered by a global workforce, our strength is unparalleled and helps improve efficiency, increase effectiveness and reduce risk for our clients.

Our clients and their customers have always been at the heart of everything we do. We bring a consultative and collaborative approach to developing solutions for the unique needs of legal,

financial and professional services firms and our long-term partnerships, great relationships and exceptional employees have been the driving force behind our success.

For more information, please visit www.williamslea.com

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