Jabra Support Engineer, Tier 2

4 weeks ago

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

We 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 in Tier 2, you will own all communication with internal and external stakeholders.

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%

  • Jabra Support Engineer, Tier 2 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 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 ResponsibilitiesResolve technical...

  • 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...

  • 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...

  • 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...

  • 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...

  • 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...

  • 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...

  • 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...

  • ITSM System Engineer

    1 month 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 Operations 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...

  • System Support Specialist

    16 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...

  • 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...

  • Senior Service Sales Engineer

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Johnson Controls Full time

    About the RoleThis is an exciting opportunity to join the Service Sales Team at Johnson Controls in Hong Kong. As a Sales Engineer for Service Development, you will play a key role in driving business growth and expanding our customer base.Key ResponsibilitiesSupport account management for top-tier facility management companies, and participate in the...

  • Senior Service Sales Engineer

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Johnson Controls Full time

    Job SummaryWe are seeking a highly motivated and experienced Service Sales Engineer to join our team in Hong Kong. As a key member of our Service Sales Team, you will be responsible for developing new business opportunities, securing qualified sales appointments, and building a network of industry contacts and influencers to drive sales growth and customer...

  • Senior Service Sales Engineer

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Johnson Controls Full time

    Job SummaryThis role is responsible for developing new business opportunities, securing qualified sales appointments, and building a network of industry contacts and influencers to drive sales growth and customer satisfaction.Key ResponsibilitiesSupport account management for first-tier facility management companies and participate in the tendering...

  • Senior Service Sales Engineer

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Johnson Controls Full time

    About the RoleWe are seeking a highly motivated and experienced Sales Engineer to join our Service Sales Team in Hong Kong. As a key member of our team, you will be responsible for developing new business opportunities, securing qualified sales appointments, and building a network of industry contacts and influencers to drive sales growth and exceed customer...

  • Banking Associate 2-5 PQE

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Worthington Legal Full time

    Join Our Banking TeamWorthington Legal is seeking a talented Banking Associate to join our top-tier banking practice. As a key member of our team, you will work on complex finance transactions, including leveraged and acquisition finance, private credit & direct lending, project finance, real estate finance, and restructuring.Key ResponsibilitiesWork on...

  • 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...

  • 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...

  • Financial Technology Expert

    4 weeks ago

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

    Financial Technology Expertise in APACBAH Partners is the leading supplier of top technology talent to Asia Pacific's best technology-driven organizations across the banking, trading, FinTech, and e-commerce sectors.Job HighlightsSupport engineer – FIX connectivity – equities – a top-rated broker – Hong KongLow latency Java developer – AI...

  • IT Support Officer

    1 month ago

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

    Job DescriptionAs a key member of our IT team, you will be responsible for providing top-notch support and maintenance for our endpoint devices, including physical and virtual desktops, as well as mobile devices. Your expertise will be crucial in ensuring the smooth operation of our IT infrastructure.Key Responsibilities:Support and maintain endpoint...