Work Station Technical Support Specialist

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China VISA Full time

Job Summary

VISA is seeking a highly skilled and experienced IT Support Analyst to join our End User Systems Support team. As a key member of our team, you will be responsible for providing exceptional technical support to our end-users, ensuring that they have a seamless and efficient experience with our systems and services.

Key Responsibilities

  • Provide 2nd level support for escalated workstation and mobile related issues and requests
  • Perform daily sweeps to ensure all conferencing equipment is functioning properly
  • Effectively question end-users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
  • Prioritize incidents and complaints to ensure all Service Level Objectives (SLOs) are met
  • Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
  • Troubleshoot incidents and document resolution notes with root cause analysis
  • Utilize all technical resources to solve end-user incidents
  • Escalate or work in tandem with appropriate support specialists or support groups on unresolved issues
  • Escalate hardware repairs to third-party providers as needed
  • Effectively communicate both verbally and in writing with management to express ideas to make informed decisions
  • Installation of workstation, telephony, and mobile hardware/software as required
  • Provision and prepare workstations using standard images
  • Setup and install new workstations, loaners, and other workstation-related equipment
  • Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed
  • Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution
  • Work with other support groups, such as network operations, in assisting in the resolution of incidents or maintenance activities

Requirements

  • Strong experience in providing exceptional customer service
  • 2 years of relevant work experience with a bachelor's degree or an Advanced Degree
  • Intermediate level Networking connectivity knowledge and troubleshooting
  • Intermediate level experience in Installation, configuration, and support of local and LAN printers

Preferred Qualifications

  • Proven track record in delivering customer service excellence
  • 4-6 years of experience as a technician supporting over 300 users with the following:
  • Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
  • Hands-on support for all operational aspects of voice, video, and unified communications support, including assigning phones, assisting with meeting scheduling, etc.
  • Supporting and troubleshooting Windows 11, 10, MS Office 365 suite, OSX (current release and prior release), iOS, Android
  • Excellent interpersonal skills
  • Active listening to end-user needs, issues, complaints
  • Ability to communicate effectively with a wide variety of users and technical teams
  • Ability to support and explain technical concepts to users at various levels of technical proficiency
  • Effective problem-solving: ability to effectively perform issue isolation and resolution in order to minimize downtime
  • Ability to assess, analyze, and research technical situations and provide viable alternatives
  • Able to read and understand technical manuals, procedures, and OEM guides
  • Ability to schedule and prioritize
  • Ability to learn new technologies and procedures quickly
  • Effective communication with senior members of the business and regular feedback to site stakeholders and management
  • Exposure to Service Now and Office 365 Co-Pilot
  • Understanding of Power BI would be an advantage
  • BigFix
  • ARS
  • Active Directory
  • Cloud View
  • JAMF
  • Eracent
  • Ariba
  • Connect to Backup
  • Intune

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