Responsibilities:
- Customer facing role on Application & Systems troubleshooting with Server, Storage and Backup management tickets Field IT Team. Role will involve supporting the IT Deskside department in achieving its objectives against agreed SLAs.
- Additionally, the person might act as primary/secondary contact for IT Systems on site, LAN, WAN, Voice, Printing services, etc
- “Act as the key person” in the IT Deskside team in case of Business Continuity Plan activation and Disaster Recovery of the supported SSC.
- Work with SCCM & CMDB Teams to support End user computing requirements
- Work within Johnson Controls guidelines to ensure compliance to corporate IT standards
- Ensuring all support cases are dealt with, within agreed service levels, and to the customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant ticket logging system
- Assisting during tasks provided by external service providers
- Monitors system resource utilization for IBC systems and highlight issues and work towards resolution as per shared SOP
- Implementation of site IT projects
- Coordinating education and training for IT related activities at the site
- Required Skills:
- Ability to recognize and respond to customer expectations with a sense of urgency
- Excellent support awareness of Desktop, Laptop and Peripheral devices
- Excellent analytical, interpersonal and communication skills with strong problem solving abilities
- Ability to handle cross-functional tasks in parallel
- Ability to work independently in dynamic, fast-paced environment
- Demonstrated ability to work in a team environment, work collaboratively with IT team members, and communicate effectively with all levels of management
- Proven sensitivity to cultural diversity in the business environment
- Proven ability to assist in installation, configuration, and setup of different Applications
- Self-motivated with good organizational skills
- Proven ability to quickly build up working knowledge in previously unknown technologies
- Basic project management skills with the ability to plan and monitor projects involving customers, other IT departments
- Good understanding of office products, such as Microsoft Office
- Good understanding of Network standards – WAN, LAN, TCP/IP
- Good understanding of Smart-Device technology - iOS, Android, Windows Mobile etc.
- General IT awareness of Back Office solutions (Server, SAN, Data Protection, Cloud)
- ITIL certification is plus
- Language: Cantonese + Mandarin + English
#LI-AA1