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IT Support TechnicianThe Financial Times (HK) Ltd
  • Central
  • Salary provided
  • Posted on 27 Jun 2019
IT Support TechnicianThe Financial Times (HK) Ltd
Job Highlights
  • Fluent in English & Chinese
  • Ability to support remote customers
  • Cloud solutions knowledge
Job Description

Job Purpose

You will provide 1st & 2nd line technical support and administration for predominantly APAC based staff and remote users as needed. Additionally, as part of the Global IT Service Desk, you will be expected to support users based in other offices with the follow-the-sun support model. This critical role combines telephone and desk-side support covering 8 x 5. Working part of a team, you will operate to demanding SLAs set by the business and will strive to exceed customer expectations wherever possible.

Main Duties and Responsibilities:

  • We assist in handling the volumes of contacts made globally through phone, email, self-service, slack channel and direct contact, assisting in resolving or reassignment to the appropriate teams where applicable.
  • We provide 1st and 2nd line support, both on-site and globally, by diagnosing and resolving customer issues, while tracking and recording the problem on the call logging system.
  • We supply our users with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied before closure.
  • Perform user administration tasks on a host of end-user based applications and systems, both locally and globally.
  • To possess first class technical knowledge and demonstrate excellent customer service.
  • To build and share knowledge to global team.
  • Handle both software and hardware installations, ensuring licensing procedures are followed, and help maintain a complete asset listing.
  • Provide support to all mobile and end users devices, company and personally owned.
  • Understand the full variety of services that the Service Desk provides and prioritize team workload accordingly.
  • Develop and maintain a deep understanding of the businesses and support priorities.
  • Collaborate with globally distributed Service Desk staff to maintain consistently good support.
  • Ability to maintain a good working relationship with other IT departments and groups.
  • Participate in projects as required to maintain a fit for purpose standard operating environment.
  • Contribute to the continual service improvement of end-user services.
  • Perform local infrastructure tasks as required, including maintenance, patching, back-ups and cabling.
  • Ability to perform projects that will be assigned from time to time.

Your Specification:

Technical Expertise

  • Deep understanding of IT service support procedures and common business applications and administration.
  • Excellent knowledge of Windows 7 & XP/Macintosh 10+and its native tools administration.
  • Proven ability to support remote customers across different devices and platforms. I.e. desktop, laptop, mobile, tablet, Mac etc.
  • Good knowledge of email protocols.
  • Basic Server Administration Skills.
  • Cloud solutions knowledge.
  • Cisco Telephony administration.

Customer Focus

  • Takes action to meet customer needs and concerns. Ability to understand customer issues and resolve them quickly and expertly.

Effective Communication

  • Communicates with customers in a confident, positive and reassuring manner.

Language Skills

  • Fluent in English & Chinese 

Teamwork

  • Solid teammate. Willingness to work together in order to chip in to the achievement of the team’s goals.

Time Management

  • Handle time and resources effectively to ensure that work is completed expertly. Ability to multi-task and work well under pressure.

Desirable

  • ITIL Foundation Certificate qualification.
  • Agile methodology.
  • Microsoft Certificate qualification.
  • Cloud Certificate qualification.
Additional Information
Years of Experience
Not Specified
Employment Type
Full Time, Permanent
Company Website
Company details

The Financial Times is one of the world’s leading news organisations, recognised internationally for its authority, integrity and accuracy. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community.

For more information about us, visit aboutus.ft.com.

 

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