Senior Technical Support Professional

3 days ago

Hong Kong, Central and Western District, Hong Kong SAR China eTeam Full time
About the Role

eTeam invites an accomplished Senior Technical Support Professional to propel our technical capabilities forward. This exceptional individual will form an integral part of our esteemed technical services team, providing elevated support to our discerning clientele.

Key Responsibilities
  • Deliver refined support for core Technology and Voice tasks, solidifying our reputation for excellence.
  • Embark on strategic IT relocation projects, guiding audits, preliminary works, and achieving unprecedented quality outcomes.
  • Establish robust hardware inventory management systems, tracking discrepancies, and resolving issues promptly.
  • Smoothly process hardware requests via our proprietary system, efficiently fulfilling client demands.
  • Maintain situational awareness of the ticket queue, skillfully navigating requests from origin to closure, cementing customer satisfaction.
  • Guarantee meticulous maintenance of IT rooms, fostering an immaculate environment conducive to peak productivity.
  • Partner with colleagues during critical events, including annual power downs, post-desk checkouts, and operational essentials.
  • Collaborate on hardware decommissioning, implementing stringent safety and security procedures.
  • Contribute to transformative business moves and changes, integrating yourself into early planning phases to ensure flawless transitions.
  • Address escalated issues through collaborative problem-solving with senior colleagues, yielding rapid resolutions.
  • Dexterously set up and deploy multifaceted training rooms, corporate event spaces, and expansive Expo's.
  • Support Comms room patching and facilitate work-from-home hardware requests, extending comprehensive support capabilities.
  • Foster continuous adherence to company policies on overtime, expenses, and cost optimization.
  • Strategically manage workload to hit predetermined SLA/OLA targets, consistently generating premium quality results.
  • Vitalize customer interactions by displaying distinctive customer care behavior, championing a customer-driven approach to quality service delivery.
  • Navigate harmoniously within cross-functional teams, synergizing seamless support for clients.
  • Thrive in dynamic environments, actively participating in sustainable Continuous Service Improvement initiatives.
  • Administer initial troubleshooting, systematic upgrades, and removals to heighten employee satisfaction.
  • Swiftly equip new hires, restore existing assets, and redeploy resources, minimizing disruptions.
  • Analyze user petitions and suggest practical technological solutions, relying on professional insights to advance visionary objectives.
  • Articulate implementation of desktops, laptops, and associated periphery devices, following exacting industry norms.
  • Possess adaptability to occasional non-standard shifts and contribute to unanticipated weekend undertakings.
  • Execute precise imaging, replication, of PC configurations, setup IP telephone features, and redesign phone interfaces.

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