IT Support Specialist

3 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Amaris Consulting Full time
Job Description

As a skilled IT Support Specialist at Amaris Consulting, you will be responsible for providing second-line investigation and diagnosis, resolving and closing incidents/service requests, and escalating unresolved incidents within agreed timescales.

Responsibilities
  • Investigate and diagnose PC-related hardware, software, and network issues.
  • Resolve and close incidents/service requests as per help desk procedures and allocated timelines.
  • Evaluate and escalate unresolved incidents within agreed timescales.
  • Ensure tickets are updated at all times until issues are resolved.
  • Perform staging of PCs, including Install, Move, Add, and Change (IMAC) tasks.
  • Conduct hardware and software maintenance and support.
  • Troubleshoot and resolve PC incidents and/or VIP requests.
  • Provide local network support and/or assist the centralized Network team.
Requirements
  • Proven work experience as an IT Support Engineer or similar role.
  • Proficiency in repairing and troubleshooting PC-related hardware, software, and network issues.
  • Ability to build software images for laptops and desktops.
  • Strong communication skills to handle calls from colleagues and customers, providing technical assistance over the phone or email.
  • Experience in performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Familiarity with documenting the implementation of Helpdesk requests/issues through the company's ticketing system.
  • Technical coaching and mentoring skills to support other help-desk employees.
  • Knowledge of desktop configuration management and maintaining accurate inventory for all IT equipment.

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