Jabra Support Engineer, Tier 2 Specialist

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China GN Group Full time
Job Summary

We are seeking a highly skilled Jabra Support Engineer, Tier 2, to join our team. As a key member of our support team, you will be responsible for resolving technical escalations from Tier 1 support, consulting with the Tier 3 support team on tickets, and escalating those tickets to Tier 3 when applicable.

Key Responsibilities
  • Resolve technical issues escalated by Tier 1 Support
  • Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable
  • Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
  • Keep up-to-date with prominent applications for Unified Communications and meeting spaces like Microsoft Teams Rooms and Zoom Rooms
  • Drive and own the tickets escalated to Tier 2, acting as ticket owner and point of contact for customers/stakeholders while that ticket remains in Tier 2
  • Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
  • Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
  • Provide training to Tier 1 Support Specialists
Requirements
  • High standard of personal integrity & professionalism
  • Bachelor's degree in a related field or combination of relevant education and experience
  • 3–5 years in a similar role
  • Familiar with test processes and methodologies
  • Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
  • Excellent organizational, time management, communication, and presentation skills
  • Ability to oversee meetings, present to an audience, and conduct solution training
  • Good problem-solving and fault isolation skillset, a clear understanding of logic-based testing
  • Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.
  • 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology
  • The capability to explain complex setups and solutions
  • Great analytical and influencing skills
  • Ability to assist in building and supporting business cases
  • Fluent in English, additional languages are highly desirable
  • Excellent communication skills, both written and verbal
  • Ability to travel up to 20%
About Us

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we deliver technology that enhance the senses of hearing and sight. We enable people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiast.

We hope you will join us on this journey and look forward to receiving your application.

  • Jabra Support Engineer, Tier 2

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China GN Group Full time

    Job SummaryWe are seeking a highly skilled and motivated Technical Support Engineer to join our team at GN Group. As a Technical Support Engineer, you will be responsible for resolving technical escalations from Tier 1 support, consulting with the Tier 3 support team on tickets, and escalating those tickets to Tier 3 when applicable. While the ticket resides...

  • Jabra Support Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China GN Group Full time

    Job SummaryWe are seeking a highly skilled and experienced Technical Escalation Expert to join our team at GN Group. As a Jabra Support Specialist, you will be responsible for resolving complex technical issues escalated from Tier 2 support, working closely with internal and external stakeholders to provide timely and effective solutions.Key...

  • Jabra Support Engineer, Tier 3 Specialist

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China GN Group Full time

    Job SummaryWe are seeking a highly skilled and experienced Technical Escalation Expert to join our Jabra team. As a key member of our support team, you will be responsible for resolving complex technical issues escalated from Tier 2 support.Key ResponsibilitiesTake ownership and resolve technical issues escalated from Tier 2 SupportReproduce, and resolve as...

  • E-Bundle Disputes Support Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Opus 2 Full time

    About the RoleWe are seeking a highly skilled and experienced E-Bundle Disputes Support Specialist to join our Solution Operations team at Opus 2. As a key member of our team, you will play a critical role in providing exceptional support and advice to our clients on electronic bundle management across various legal proceedings.Key ResponsibilitiesProvide...

  • E-Bundle Disputes Support Specialist

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Opus 2 Full time

    About the RoleWe are seeking a highly skilled and experienced E-Bundle Disputes Support professional to join our Solution Operations team at Opus 2. As a key member of our team, you will play a critical role in providing exceptional support and advice to our clients on electronic bundle management across various legal proceedings.Key ResponsibilitiesProvide...

  • System Support Specialist

    17 hours ago

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

    Role OverviewAs a System Support Specialist at PCCW, you will be responsible for providing Tier 1 support to our mission-critical private cloud platform, consisting of over 1000 servers.Key ResponsibilitiesExecute server support operation services based on defined operation manuals and instructions provided by the Tier 2 server team.Follow defined...

  • IT Support Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China SMBC Group Full time

    Job SummaryWe are seeking a highly skilled IT Support Specialist to join our team at SMBC Group. The successful candidate will be responsible for providing technical support and maintenance for endpoint devices, including physical and virtual desktops, mobile devices, and other IT assets.Key ResponsibilitiesSupport and maintain endpoint devices, including...

  • Expert Technical Support Specialist

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China GN Group Full time

    As a key member of our Technical Support team, you will be responsible for providing high-level technical support to our customers. Your primary focus will be on resolving complex technical escalations received from our Tier 2 support team.Key Responsibilities:Take ownership and resolve technical issues escalated from Tier 2 SupportReproduce, and resolve as...

  • Cloud Infrastructure Specialist

    3 weeks ago

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

    Cloud Infrastructure SpecialistYour Role:As a Cloud Infrastructure Specialist at PCCW, you will be part of an IT operation team providing 7x24 Tier 1 support to a mission-critical private cloud platform consisting of 1000+ devices.Execute support operation services based on defined operation manuals and instructions provided by Tier 2 support team. Follow...

  • Technical Engineer, Technical Support Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Otis College of Art and Design Full time

    About OtisAt Otis, we are a leading global industry leader in elevator and escalator manufacturing, installation, and service. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.Our TeamWe are a diverse, global team of 69,000 people strong, including engineers, digital...

  • IT Support Specialist

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Remote People Full time

    Job Title: IT Support SpecialistHorizons is representing our client, a multinational IT consultancy company, to hire an IT Support Specialist based in Hong Kong.Our client has helped thousands of multinational companies set up and operate smoothly and securely in APAC countries by providing turnkey IT solutions, compliance services, and outsourcing through...

  • IT Support Specialist

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Remote People Full time

    Horizons is representing our client, a multinational IT consultancy company, to hire a skilled IT Support Specialist based in Hong Kong.Our client has been helping thousands of multinational companies set up and operate smoothly and securely in APAC countries by providing turnkey IT solutions, compliance services, and outsourcing through highly skilled local...

  • Trading Application Support Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China BAH Partners Full time

    Job Title: Trading Application Support SpecialistOur client, a leading global hedge fund, is seeking an experienced Trading Application Support Specialist to join their team. The successful candidate will provide support for the front office trading desk, covering a diverse range of asset classes including Equities, Commodities, FX, and Fixed Income.Key...

  • Desktop Support Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Pinpoint Asia Full time

    Job SummaryWe are seeking a highly skilled Desktop Support Engineer to join our team at Pinpoint Asia. As a key member of our technology recruitment firm, you will be responsible for providing top-notch technical support to our clients and candidates.Key ResponsibilitiesProvide Level 1 and Level 2 technical support to end-users across various functions in...

  • System Engineer

    2 weeks ago

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

    Job Title: System EngineerAbout the Role:We are seeking a skilled System Engineer to join our IT Operations team. As a System Engineer, you will be responsible for providing Tier 1 support to our mission-critical private cloud platform, which consists of over 1000 servers.Key Responsibilities:Execute server support operation services based on defined...

  • Cloud Infrastructure Specialist

    3 weeks ago

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

    Job Title: System EngineerAbout the Role:We are seeking a highly skilled System Engineer to join our IT Operation team. As a System Engineer, you will be responsible for providing Tier 1 support to our mission-critical private cloud platform, which consists of over 1000 servers.Key Responsibilities:Execute server support operation services based on defined...

  • IT Support Officer

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China SMBC Group Full time

    Job SummaryWe are seeking a highly skilled IT Support Specialist to join our team at SMBC Group. The successful candidate will be responsible for providing technical support and maintenance for endpoint devices, including physical and virtual desktops, mobile devices, and group policies.Key ResponsibilitiesSupport and maintain endpoint devices, including...

  • Network Engineer

    2 months ago

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

    Job SummaryMUFG is seeking a highly skilled Network Engineer - Infrastructure Specialist to join our team. As a key member of our IT department, you will be responsible for maintaining and administering our network, firewall, and voice system infrastructure in Asia.Key ResponsibilitiesMaintain and administer network, firewall, and voice system infrastructure...

  • Network Engineer

    2 weeks ago

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

    Job SummaryWe are seeking a highly skilled Network Engineer - Infrastructure Specialist to join our team at MUFG. The successful candidate will be responsible for maintaining and administering our network, firewall, and voice system infrastructure in Asia.Key ResponsibilitiesMaintain and administer network, firewall, and voice system infrastructure in...

  • ITSM System Engineer

    4 weeks ago

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

    Job Title: ITSM System EngineerJob Summary:We are seeking a highly skilled ITSM System Engineer to join our team at PCCW. As a key member of our IT Operation team, you will be responsible for providing 7x24 Tier 1 support to our mission-critical private cloud platform consisting of 1000+ servers.Key Responsibilities:Execute server support operation services...