IT Support Engineer

4 months ago


hong kong, Hong Kong SAR China Classy Wheeler Limited Full time

• Provide End to End support for internal end users
• Incident Management & Request Fulfillment Management Experience through tools like Remedy
• Coordinate with Infra Support Service Desk and other technical teams for issue resolution
• Tickets to be transferred or escalated to respective support groups if it is non-resolvable or out of scope.
• Follow up with the respective support teams/towers for appropriate action on pending incidents/requests on a daily/weekly basis.
• Monitor the status and progress towards resolution against IT service levels of all in-scope open incidents and requests.
• Vendor Management and Procurement management on a need basis.
• Attending Governance meetings and providing Root Cause Analysis to internal and external customers on a weekly/monthly basis.
• Supporting in Planned and unplanned downtime reported.

Job Requirements:

• End User support experience
• Knowledge on any ticketing tool
• Inventory management and control
• Vendor management and procurement
• Knowledge Based Articles/user guide creations
• Process documentation
• Networking support and troubleshooting skills – VLAN, security, routing
• VoIP phones support and troubleshooting
• Windows Server maintenance and administration
• Knowledge on GPO, AD is desired
• ITIL Foundation certified is an added advantage.

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