• Represent IT courteously, professionally, and effectively to the rest of the organization 
• Clearly document and effectively prioritize client requests into ticket management software 
• Provide second level support and follow up to associates for user system hardware/software, printers, application support and networking issues 
• Clearly identify, isolate and define problems, and resolve them in a timely manner when able, or escalate them when unable to resolve 
• Use strong questioning skills, solicit participation of others and focus on significant points in discovering solutions 
• Think systematically – consider overall system and how to improve it 
• Provide remote technical support for offices across the AP region 
• Communicate clearly and efficiently – Written and verbally 
• Maintain a high customer satisfaction rating 
• Follow Global IT processes, policies and direction 
• Other appropriate IT tasks as requested or required by Global IT

Requirements:

• Minimum 3 years client/desktop support experience 
• Strong English/Cantonese Language skills; Mandarin Language skills beneficial 
• Extensive knowledge of Windows desktop environment (Win10, Win7, Office, hardware) 
• Knowledge of Windows Server environment administration (AD, Exchange) 
• Ability to work well as part of global team environment 
• Ability to diagnose software and hardware problems 
• Effective oral and written communication skills 
• Effectively manage relationships with key internal contact points