Technical Support Specialist

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China F3310 Templeton Asset Management Ltd, Hong Kong Branch Full time
Job Summary

F3310 Templeton Asset Management Ltd, Hong Kong Branch is seeking a skilled Technical Support Specialist to provide desktop support for Franklin Templeton employees. The successful candidate will address technical issues, requests, and support of the IT Infrastructure.

Key Responsibilities
  • Provide on-site technical support and customer service as well as remote user support
  • Build customer relationships with senior-level employees and administrative support personnel in the office and travel to other offices in the region
  • Accountability for addressing technical issues in a timely manner and providing concise and timely updates
  • Address issues that arise within the local office and tickets for local and remote users routed from the service desk
  • Coordinate, setup, and support technologies used in Conference Rooms
  • Provide Audio Visual Support for internal meetings
  • Provide support for trading and investment management technologies
  • Supports and maintains effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies, and communications infrastructure
  • The primary value is to provide quick and efficient resolution while minimizing disruption to the customer
  • Actively participate in team meetings
  • Ordering and maintaining inventory of IT assets
  • Project work related to acquisitions and integration of companies
  • Coordinate and support office moves, and user restacks
  • Be an active advocate for the customer within IT and with outside technical groups
  • Escalate issues to the appropriate teams and drive to closure
  • Manage the ticketing queues to ensure issues are prioritized and actioned
  • Availability to provide support outside business hours
  • May include occasional travel to other offices.
  • Follow company guidelines, processes, and standards.
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Set up, maintain, and troubleshoot Microsoft Windows (Win 10 AND Office 2016) desktop, Laptops, and Notebook computers.
  • Basic Knowledge of ADS, DNS, DHCP configuration.
  • Handling of Asset management and vendor management
  • Basic LAN (Network) troubleshooting knowledge.
  • Outlook, MS Teams, and OneDrive configuration in end client
  • Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support.

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