Technical Support Analyst

2 months ago

Hong Kong, Hong Kong SAR China Moody's Full time
Location(s):
  • One Pacific Place, Floor 24, 88 Queensway, Admiralty Hong Kong, HK
Line Of Business: Technology Services Group(TSG)

Job Category:
  • Engineering & Technology
Experience Level: Experienced Hire

Objective: Provide technical services to internal customers by identifying, prioritizing, and confirming the resolution of reported problems within specified service level agreements. Ensuring that the company TSG (Technology Services Group) (Technology Services Group) values are demonstrated in all daily activities to meet business needs.
Functional Responsibilities: Specific responsibilities for this position include:
• Facilitating problem-solving and collaboration
• To provide client Audio Visual onsite meeting room support services, to include system operation, troubleshooting and maintenance of electronic communication systems including but not limited to video conferencing, meeting room support, Event support and control systems.
• Responsible for the safe and correct diagnosis of faults, removal, 1st line repair, test, and operation of all aspects of audio visual, video conference, display, and presentation technologies.
• Correct operation of meeting room AV systems in the most efficient and effective manner to ensure minimum down time and maximum performance.
• To ensure a prompt, courteous and appropriate response to all customer requests for assistance, support, short timeframe requests and room administration, working to defined service level agreements and within contractual timeframes / frameworks working directly alongside other front of house services.
• Be responsible for the general tidiness, cable management, safety and order of the service area and meeting rooms - always maintaining the highest room standards.
• Accurately and quickly diagnose and remedy faults and problems with both AV, VC, AC and TP systems.
• Regularly meet with internal partners and gather feedback / implement voice of customer updates to our tools.
• Ensure that all systems are fully functional, and that equipment and system down time are kept to a minimum by providing troubleshooting and handover to other identified personnel or departments.
Scope/Supervision and Interaction: Role exposed to heavy customer interaction. Frequently interacts with supervisors and/or functional peer group managers, involving matters between functional areas, other company divisions or units, or customers and the company.

The key competencies for this position include:
• Support for high profile meetings.
• Owning and driving all technical solutions related to the aforementioned areas.
• Continuous improvement of production environment
• Implementing Software/firmware updates
• Ensuring highest reliability and availability of services
• Engineer solutions to enable cross platform context switching for seamless colleague experience.
• Collaborate with Information security to implement security architectures that protect data beyond the confine of company networks/boundaries.
• Regularly meet with internal partners and gather feedback / implement voice of customer updates to our tools.
• Be able to work on own initiative and accept accountability.
• The ability to prioritize and work under pressure is crucial.
• Able to firefight and triage day to day challenges that occur.
• Strong organizational skills.
• Manage and work to resolve escalated incidents.
• Reduce and remove technical debt of all legacy environments (as needed)
• Experience with Zoom Phone and/or SaaS phone environments
• Identify bugs, test, reproduce, report, and work with the engineers on other teams to assist with a fix and test/verify fix versions.
• Implementation and back-end configuration for conference room and A/V technology
• Knowledge of workflows for client-side provisioning processes - network requests, firewall requests, AD requests, etc.
• Experience with ServiceNow a plus.
• General knowledge regarding DNS, active directory, SCIM provisioning, authentication protocols, SAML response, etc.
• Understanding of SSO (OKTA) and VPN split tunneling
Qualifications: Minimum education and work experience required for this position include: - Associate degree in a related field or equivalent experience. - Typically requires 2-4 years of experience in Audio Visual Support or a related field. - Proficiency in Audio visual technologies including but not limited to Cisco, Polycom, Neat, Crestron, Extron and DTEN. - Understanding of SIP, VoIP, MPLS, AVoIP, and other similar network technology protocols - Knowledge of common software applications and their use in a business environment. - Strong communication and customer service skills. - Ability to work independently and as part of a team.

Work week and hours:
40 hours - Mon - Fri - Onsite. Late shift is a possible requirement at times, must be flexible to work additional hours (including weekends) as required to meet business need. Possible in-frequent requirement to travel.
Perform all other duties and responsibilities as required by the immediate manager/supervisor.
Department/Team With 400 employees and 800 contractors worldwide, Moody's TSG is the largest department of Moody's Shared Services. It provides end-to-end technology solutions for Moody's Investors Service and Moody's Shared Services, as well as infrastructure for Moody's Analytics. The development and ongoing support of key ratings and enterprise systems ensure the company's premier standing among credit rating agencies and enable its evolution among regulatory and business demands. TSG continuously seeks talented individuals to drive the execution of its technology roadmap, which offers exciting career opportunities in program management, business analysis, enterprise architecture, software development, quality assurance, IT risk management, vendor management, technology operations, and service management.
Working at
Moody's Our views matter. So will yours. Further information about "working at Moody's" is available at our Careers Page at www.moodys.com
EEO Policy Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.
Securities Trading
Policy (STP) MIS and MSS Candidates are asked to disclose securities holdings pursuant to Moody's Policy for Securities Trading. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

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