IT Support Specialist

1 month ago

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

At F3310 Templeton Asset Management Ltd, Hong Kong Branch, we're driving innovation forward by developing cutting-edge solutions to help our clients achieve their investment goals. Our dynamic and diversified team spans asset management, wealth management, and fintech, offering numerous ways to assist investors in making progress toward their objectives.

Our global workforce brings a broad and unique set of expertise, shaping a welcoming, inclusive, and flexible culture that provides opportunities for personal and professional growth. From providing technology support to internal clients for issues like hardware, operating systems, desktop/web applications, mobility, conferencing, and printing, we strive to increase users' ability to self-service, automate contacts, enhance users' experience, and support them in adopting new technologies.

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
  • Support trading and investment management technologies
  • Sustain effective relationships with users in 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
  • Order and maintain 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 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, such as 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 creating technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support

Requirements

  • Bachelor's or higher degree in computer science or a related field
  • Minimum of 2-3 years in a similar fast-paced and dynamic environment in the desktop support role
  • Excellent skills and abilities in organization, planning, multi-tasking, and flexibility
  • Excellent communication and interpersonal skills
  • Good problem-solving and critical thinking skills
  • Ability to actively participate as part of a team as well as work independently
  • Strong service delivery and customer management skills for local and remote users
  • Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and mobile technologies
  • Reliable transportation – mileage will be reimbursed when traveling to a non-primary office is required
  • Excellent problem-solving and multitasking skills

Salary Range: $45,000 - $65,000 per annum, depending on experience

Benefits include a comprehensive compensation package, including medical, dental, and life insurance; retirement savings plan; paid vacation time; and opportunities for professional growth and development. We are committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation to search for or apply for one of our positions, please send an email. In your email, please include the accommodation you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.

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