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Technical Support Specialist

2 weeks ago

Hong Kong Island, Hong Kong SAR China Classy Wheeler Limited Full time
Join Our Team

We're Classy Wheeler Limited, a leading international legal firm dedicated to providing exceptional client service and unparalleled expertise. As we continue to grow and evolve, we're seeking a talented Technical Support Specialist to join our IT team as an IT Support Team Lead.

About the Job:
This is a fantastic opportunity to take your IT career to the next level, working with a dynamic team of professionals who share your passion for delivering outstanding support experiences. As an IT Support Team Lead, you will play a pivotal role in shaping our Service Desk operations, driving process improvements, and ensuring seamless service delivery to our internal employees.

Key Responsibilities:
• Provide top-notch technical support to our staff, responding to their needs promptly and professionally.
• Collaborate with the technical team to troubleshoot complex problems, leveraging collective expertise to find creative solutions.
• Lead the Service Desk team, empowering them to deliver exceptional support experiences, and recognizing individual contributions to the team's success.
• Maintain accurate records of all calls, actions taken, and outcomes, demonstrating accountability and ownership for each issue.
• Use judgment to escalate minor issues or delegate more technical tasks to team members or the Technical Team, as appropriate.
• Liaise with the Hong Kong/Singapore Service Desk team and wider IT department to resolve and follow up on issues, escalating urgent/difficult or large-impacting calls to the Technical Team Lead in Hong Kong and London.
• Work closely with other Technical Support Analysts to provide operational and technical support globally, fostering collaboration and knowledge-sharing.
• Develop and maintain support documentation, updating the knowledge base system with best practices and user guidance material.
• Identify patterns or trends of calls and report to the Technical Team Leader as part of Problem Management, using this insight to inform process improvements.
• Utilize suppliers as a source of escalation to resolve problems and improve service quality.
• Participate in ad-hoc projects as required, showcasing adaptability and a willingness to learn.

Requirements:
The ideal candidate will possess:
• A degree in Information Technology or a related discipline.
• 3-5 years of previous experience as an IT Helpdesk Operative, preferably within a legal or professional services environment.
• Proficiency in Service Now ticket system software.
• Proven customer service skills, with a track record of delivering high-quality support experiences.
• Experience supporting Windows 10, Office 2016, mobile devices using MDM solutions, and legal applications like Worksite and Aderant.
• Familiarity with virtual desktops, VPN technologies, Ivanti Endpoint Security, Microsoft Endpoint Manager – Intune, and SCCM.
• Strong organizational skills, capable of working under pressure, and managing competing priorities.
• Excellent interpersonal skills, with the ability to build strong relationships with internal and external clients.