Technical Support Engineer (UK Based Company)


Main Purpose:
Technical Support Engineer is the role to provide technical support service for the company in Hong Kong. In addition to assist Project Manager to implement and rollout IT project to end user, and perform some routine infrastructure operations tasks

Responsibilities:

  • IT Support Service
    • As the 1st level point of contact for any IT related enquiry and request (e.g. PC, Printer or Internet Access issues…etc.)
    • Provide technical support on all company owned IT equipment or facilities e.g. computers, mobile device, copier…etc.
    • Follow standard operation procedure and react to any alert message (e.g. virus infection, missed laptop backup…etc.)
    • Record daily service request to ticketing system
    • Notify user on any IT services change (e.g. outage, degrade, upgrade…etc.)
    • Timely escalation for any unresolvable incident (e.g. IT services outage, computer room facilities fault…etc.)
  • Information Security Support
    • To enforce security measurement is in-place (e.g. antivirus agent, harddisk encryption…etc.)
    • Promote security best practice to users
    • Ensure all devices are patched and updated with the latest anti-virus signature to protect information security
    • Follow standard operation procedure if any security incident occurred (e.g. missed SPAM/Phishing mail, virus infection…etc.)
  • IT Projects Support
    • Participate in coordination with user to perform UAT (User acceptance test) and project rollout
    • Evaluate and testing component involved in IT projects (e.g. hardware, software…etc.)
  • IT Operations Support
    • Ensure IT asset inventory is up-to-date (e.g. software license, hardware record, contract record…etc.)
    • Manage computer room facilitates and IT equipment are in good state
    • Regularly review and update documents of operation and user guide
    • Participate in IT procurement process on all IT related stuff (e.g. quotation, payment, inventory…etc.)
    • Provide emergency support when necessary, deliver timely support and make appropriate escalation when necessary

Requirements:

  • University degree in Computer Science, Information Technology or related field
  • Professional qualification in CCNA / MCSE / ITIL will be an advantage
  • At least 3 years work experience in technical support service
  • Solid experience in VIP support service in large corporation
  • Good team player & strong in project management & able to communicate with all levels stakeholder
  • Willing to work under pressure & provide support in non-office hour when necessary
  • Able to handle/solve the problem independently
  • Good interpersonal and presentation skill
  • Good command of spoken and written English and Chinese (Cantonese & Putonghua)

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