IT Infrastructure Manager - Hong Kong
The IT Manager will be based out of our Hong Kong office and will be the central point of contact for all IT related issues and requests for East Asia region. As well as being responsible for the day to day running of IT in the East Asia.
PURPOSE OF THE JOB
The IT Manager/Support Engineer will be based out of our Hong Kong office and will be the central point of contact for all IT related issues and requests for East Asia region. As well as being responsible for the day to day running of IT in the East Asia, the IT Manager/Support Engineer will be responsible for the following:
- To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
- To liaise with IT suppliers for hardware and software requests, to process quotes and manage procurement of IT hardware and software.
- To build relationships with existing IT vendors to ensure high levels of service are being met and to drive continuous improvement.
- To assist all our users with any logged IT related incident when called upon.
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- To accurately record, update and document requests using the IT service desk system.
- To install and configure new IT equipment.
- To resolve incidents and upgrade different types of software and hardware
- To resolve incidents with printers, copiers and scanners
- To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
- To be a highly motivated team player with the skills and ability to manage changing priorities.
- To create, maintain and publish relevant support documentation in order to assist all staff members in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
- To work within the relevant legislation, policies and procedures.
- To participate in the Annual Performance Development Review Process.
- Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility
- Be willing to travel to other HH offices primarily within APAC from time to time wherever on-site assistance is required.
KNOWLEDGE & SKILLS:
- Must be able to speak fluent English
- At least 7yrs previous experience of working in an IT Manager/IT Support Engineer role.
- Must have strong sense of professionalism and is comfortable interacting with all levels of the business
- Excellent IT skills and computer literacy.
- Windows 7
- Mac OS
- Microsoft Outlook
- Microsoft Lync
- Symantec Anti-Virus
- Symantec Encryption
- G-Suite (formerly Google Apps) - experience desirable not essential
- Adobe Creative Suite installations
- SNOW asset management (desirable, not essential)
- Building laptops and desktops
- Setting up mobile phones and tablet devices
- Setting up printers and scanners
- Setting up VOIP desktop phones
- Basic network troubleshooting skills
- Network patching
- Good general level of education with GCSE grades A-C or equivalent in English Language and Mathematics.
- ITIL qualifications
- Customer Focused: Goes beyond quality, delivery, reliability and consistency - involves focusing one’s efforts on finding what a customer needs, before the customer themselves are even aware. Using this information and addressing and meeting the requirement.
- Results Focused: Ensuring you are a finisher as well as a starter; it involves measuring and monitoring progress and keeping an eye on the bottom line. It is important that when the change of pace is intense, distractions do not take over, and initiatives started are completed.
- Team Player: Commitment to the organisations’/ departments’ common goal, a focus on what is best for the business rather than suits the individual. It involves communicating, sharing and supporting and it goes much further than meeting others half way, it is about putting effort into building good working relationships, taking the initiative when others are slow and not being put off by negative responses.
- Achievement Driven: Wanting to do the best possible job to improve the performance of the business and the competitive position of HHG in the market place. Always looking for a better way to get things done and puts plans into practice. If improvements can be made, inadequacies will be questioned and actioned.
- Information Seeking: Keen interest, curiosity and desire to know more. This involves more than asking the standard expected questions, it requires pressing for exact information that may be able to be used in the future.