Technology Service Specialist

The Lane Crawford Joyce Group; Hong Kong; On-site; HKD 180,000 - 300,000; Full time

Benefits offered by this job

Staff discount

Birthday & anniversary leave

Wellness programs

The Academy learning opportunities

Job summary

The Lane Crawford Joyce Group invites applications for a Technology Service Specialist to support enterprise applications and platforms in Hong Kong. You will manage daily operations, resolve complex issues, and coordinate application releases, with after-hours on-call as needed.

Requirements include a IT-related diploma/degree, 1–3 years in application support, strong SQL skills, and proficiency in English, Cantonese and Mandarin. English and Cantonese/Mandarin language fluency is required.

Qualifications

• Minimum of a diploma or degree in IT, Computer Science, or a related field.
• 1-3 years of substantial experience in Application Support is preferred; fresh graduates are welcome.
• Proficiency in SQL and SQL scripting is mandatory.
• Technical expertise in Java applications, Oracle DB, MSSQL is advantageous.
• Strong logical and analytical skills with ability to troubleshoot enterprise-grade architecture.
• Commitment to continuous learning and professional development.
• Proficiency in English, Cantonese and Mandarin is required.

Responsibilities

• Provide support for enterprise applications and platforms.
• Respond promptly to incidents, inquiries, and service requests via phone, email, or ticketing system.
• Own troubleshooting and resolution of production incidents, escalate as needed.
• Maintain detailed ticket histories for future analysis.
• Conduct root cause analysis and coordinate with IT teams or vendors for permanent fixes.
• Monitor vendor performance and ensure SLA compliance.
• Develop and maintain documentation of manual operations and procedures.
• Engage in after-hours emergency support, with compensatory time off.

Skills

Analytical skills

Communication skills

Problem solving

Education

Diploma or degree in IT/CS

Tools

SQL

Java

Oracle DB

MS SQL Server

Job description

Lane Crawford is an internationally renowned luxury department store with over 175 years of success, delivering an exceptional and eclectic product curation with dynamic Asian spirit and values. As the Technology Service Specialist, you will be part of the team to provide vital IT support for our critical trading, settlement, and reporting applications. This is your chance to become a system expert, managing daily operations, resolving complex issues, and handling application releases.

The Role

• Provide support for enterprise applications and platforms.
• Respond promptly to support requests, including incidents, usage inquiries, and service requests, via phone, email, or our ticketing system.
• Take ownership of troubleshooting and resolving production incidents, escalating to the higher-tier support team as needed.
• Maintain detailed and trackable ticket histories with relevant technical information for future analysis.
• Conduct root cause analysis and coordinate with other IT teams or vendors for a permanent fix to prevent similar incidents in the future.
• Monitor vendor performance issues and elevate concerns to ensure compliance with agreed-upon service levels.
• Develop and maintain documentation of manual operation/procedures.
• Engage in after-hours emergency support, which may include occasional weekend work for system patches and maintenance. Compensatory time off will be provided.

The Ideal Candidate

• Minimum of a diploma or degree in IT, Computer Science, or a related field.
• 1-3 years of substantial experience in Application Support is preferred; however, fresh graduates are also welcome to apply
• Proficiency in SQL and SQL scripting is mandatory
• Technical expertise in the following areas is highly advantageous: Java applications, Oracle DB, MSSQL.
• Strong logical and analytical skills are required, with the ability to understand and troubleshoot enterprise-grade application architecture
• Strong commitment to continuous learning and professional development
• Proficiency in both written and verbal communication in English, Cantonese, and Mandarin is required.

At Lane Crawford you work hard and play hard while we take care of your wellbeing. Your annual holiday leave is supplemented by special leave for birthday and work anniversaries, time off to celebrate key holidays and Summer Fridays. Our enhanced medical, dental, pension benefits and life insurance give you peace of mind. And it’s true, that all our permanent staff can enjoy staff discount and visit our legendary staff sales! You can develop your skills and knowledge on the job supported by curated learning experiences at The Academy, and have the opportunity to work with, and be exposed to, a team of internationally minded professionals who will support and stretch your career development. We offer staff wellness programmes to nurture mind, body and spirit in our head office and stores. We treasure opportunities to come together, whether it’s at an office Happy Hour, networking in the "Gin Den" or our Talk of The Town Staff Parties.

Personal data provided will be used for recruitment purposes only. By applying for this position, you consent to the collection, use and disclosure of your personal data to Lane Crawford Joyce Group. Your personal data will be processed in accordance with our Privacy Policy.