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User Support Specialist (IT)Aurecon Hong Kong Limited
  • Kwun Tong
  • Salary provided
  • Posted on 11 Nov 2019
User Support Specialist (IT)Aurecon Hong Kong Limited

Job Highlights

  • We’ve re-imagined engineering
  • Diversity is at the core of everything we do
  • Our differences are what fuel our creativity

Job Description

Just imagine your future with us…

At Aurecon we see the future through a very different lens. Do you?

Innovation, eminence and digital are at the heart of everything we do.  Are you excited about the future?

Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are.

Diversity is at the core of everything we do. We work together to create a culture based on respect, trust and inclusiveness. Our differences are what fuel our creativity.

What will you do?

In this position, you will be responsible for providing local and remote support to all of Aurecon’s offices globally as required with a focus on customer service and user adoption, by leveraging the relevant IT processes and departments to link the business need with the IT advice and service.  This is a business facing role and represents the ‘eyes and ears’ on the ground for the IT function.  This role is a strong conduit between the business and IT at the sites.

We know the work we do is vital in assisting our world’s economic development and, it’s the technical expertise and the depth of knowledge of our people that really sets us apart. Here are the key things you will do to ‘bring ideas to life’.

  • Deliver outstanding customer service from our Tech Assist Lounge, bringing enthusiasm and collaborative work ethic;
  • Taking ownership of cases and managing them to resolution effectively and proactively, in line with service level targets. Including working and collaborating with other business support team. You will escalate and liaise with senior technical staff where required;
  • Respond to customers' technical issues in a timely manner via telephone, e-mail and other appropriate means;
  • Acquire and maintain a comprehensive knowledge of industry standards;
  • Resolving complex, technical faults that are both hardware and software related or providing correct diagnosis and warm transfer to Level 3 service providers;
  • Responding to critical and major incidents as escalated, according to established procedures;
  • Maintaining accurate and comprehensive log entries of faults (and notes), with resolution and contact details;
  • Implements stakeholder engagement/communications plans, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information;
  • Taking journey with business to work smarter and going through disruptions utilising available technologies within Aurecon, becoming future ready team;
  • Being an agent for beneficial change by aligning with the IT vision of the future; and
  • Role modelling desired and constructive behaviours in line with Aurecon values.

We know today’s complex challenges can only be solved through bringing together diverse teams of people from across our business, so there will be opportunities for you to apply your skills and creativity to projects in other geographies and markets.

What can you bring to the team?

Firstly, you will share our genuine passion for re-imaging engineering and be someone that actively pursues continuous learning to help shape the future. You will also need:

  • Strong interpersonal skills with an ability to work both interpedently and as a team. You communicate effectively in both oral and written form with clients and end-users. This can include support to the senior leadership team;
  • Proactive in daily work practices with strong organisational skills;
  • Strong technical aptitude, with an ability to quickly learn new software and technologies. Experience supporting: Windows OS, hardware, software, MS Office 2013-latest applications (OneDrive, OneNote, MS Teams, Etc.), Network, and printer;
  • An ability to install/remove desktops, laptops, printers, peripherals and desktop application software, strong understanding of client facing devices;
  • Previous experience working in a Tech Assist Lounge or Customer service experience is highly desirable;
  • Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved;
  • Tertiary qualifications in Computer Science, Information Technology or Engineering is highly desirable;
  • ITIL qualification highly desirable;
  • At least 3 years of experience in commercial Information Technology;
  • Experience in a managed services environment;
  • Experience supporting AutoCAD & specialist engineering applications desirable;
  • Experience supporting mobile devices (iOS, Android);
  • Experience using Call Management Software (CMS) is an advantage; and
  • Experience in PC Hardware configuration.

Our Aurecon Attributes describe the types of people we bring together for clients. We don’t expect you to have all eight of the attributes, but one that is unique to you.

Finally, we value that each of our team members brings something different to Aurecon. We look for people who have had a broad range of experiences throughout their career and can demonstrate how they have worked as part of a team to bring ideas to life. Does that sound like you?

About us

We’ve re-imagined engineering.

Aurecon is an engineering and infrastructure advisory company, but not as you know it!

For a start, our clients’ ideas drive what we do. Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world’s most complex challenges. And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.

We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can’t.

Think engineering. Think again.

Want to know more?

You can learn more about what it’s like to work at Aurecon by visiting the careers section of our website.

If you are intrigued or excited by what you have read, then we want to hear from you. Apply now!

Additional Information

Career Level
Non-Degree Tertiary
Years of Experience
3 years
Employment Type
Full Time, Permanent

Company Overview

Aurecon is a leading, vibrant, global group with a staff complement of 7,500 and an office network extending across 25 countries worldwide. Aurecon provides a broad range of multidisciplinary engineering, management and specialist technical services across diverse market sectors, and serves government and private sector clients globally. Aurecon is committed to securing an enduring sustainable future and embraces diversity.

Our Hong Kong office provides Consulting Engineering Services including civil, structural, geotechnical, tunnelling, rail, bridges, mechanical, electrical, fire engineering, environmental, acoustic, sustainability, façade and other speciality technical services for clients on various types of building and transport infrastructure projects.


Additional Company Information

Benefits & Others
Dental insurance, Five-day work week, Free shuttle bus, Medical insurance

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