IT Support Specialist | Global Consulting Firm IT Support Specialist | Global Consulting Firm …

Bluemont Consulting
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Bluemont Consulting
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Our client is a global consulting firm headquartered in the US. This is a regional role under the Global Technology team supporting the APAC offices together with other IT Support Specialists in the region. This role will report to the VP based in Tokyo.

Responsibilities:

  • Provide Level 1 & 2 phone IT Technical support services
  • Assist the other APAC offices remotely, by phone, or onsite. On occasion provide onsite IT support through site visits to other APAC offices.
  • Provide technical expertise and end-user support in the areas of Microsoft Windows platform (Windows 10), Microsoft Office 365 Suite, off-the-shelf applications, SCCM Remote Connectivity Platform, network/local HP and Canon printers
  • Review incident tickets and respond to end-users appropriately and within established SLA and OLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution (FCR)
  • Provide support to growing mobility platform (iOS, Android and Windows based platform)
  • Process Improvement: Identify processes for improvement in daily work; educate new staff in team process

 

 

Requirements:

  • Degree holder in a relevant discipline; MCAS, A+ and ITIL certifications are a plus
  • Relevant experience in an ITIL based Service Desk within a professional services firm is preferred
  • Fluent in English, able to communicate and interact effectively with co-workers
  • Preferred knowledge and experience with technologies including: Windows OS 10 / Microsoft Office Suite 365 / Hardware platforms including HP, Lenovo / Microsoft Back Office Applications such as Azure AD, Exchange and Terminal server / WAN/LAN / Remote Connectivity tools such as SCCM / Cisco Call manager and Cisco Unity Voicemail / ITSM ticketing system, preferably ServiceNOW / PC imaging via SCCM, and creating boot utilities
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