Field Support HK

Field Support

Summary of the role

We are looking for a Field Support for Digital Transformation Services (DTS) organization to plan, direct, organize and control the Service Delivery and Support services for our Amadeus market. In addition, the role will coordinate and collaborate with the Infrastructure support teams for all internal infrastructure related activities such as servers, network, IP telephony, etc.

Main responsibilities

Workplace Support Services

• Provide L1 support to workplace services for HKG and branch offices

• Ensure continued availability, performance and security IT infrastructure and services

• Incident/Request case escalation to L3 as needed

• Monitor incidents and requests in MyServiceDesk, provide resolutions if applicable, and ensure tickets are taken cared of within approved SLA.

• Provide Induction training for Newcomers

• Provide Field Support for HKG and branch offices.

Vendor Management and IT Asset Control

• Manages relationship with 3rd party IT Vendors, which includes: negotiations, order procurement status and MA in HKG and branch offices

• Maintain good documentation and list of all DTS managed devices.

• Manage, control, and IT assets

• Ensure corporate standard IT asset life cycle is observed

• Ensure User Acceptable Policies are observed

Infrastructure Coordination and Support

• Coordinate and escalate with various L3 team in APAC.

• Manage case escalation to MyServiceDesk as needed

Others

• Might travel to support other sites if necessary

• Might support regional projects if necessary

Requirements

• Education: Bachelor - or Diploma - in Computer Science / Engineering or equivalent.

• Relevant work experience:

• • 4+ years in supporting Windows environment (Windows 7/8, servers w2k3/8,Active Directory)

• • 2+ years in supporting MS Office and other products like end-point protection, VPN clients, SharePoint

• • Working experience with asset management & vendor management

• • Server/workstation/network troubleshooting on vendors like Client, Dell, Cisco, VMWare

• • Good documentation skills

• Business understanding: Customer service excellence

Skills: foundation and understanding of networking

• Analytical, Problem Solver, Excellent communication skills & able to converse in English.

• 4 field support per market

• Hong Kong main location:

• Causeway Bay, Hong Kong

• Other offices: Hong Kong airport

• Job type: Contract Reference: 19-00025