PURPOSE OF THE JOB

The APAC IT Manager/Support Engineer will be based out of HH Global’s Hong Kong or Shenzhen office and will be the central point of contact for all IT related issues and requests for the group’s Asia Pacific (“APAC”) region. As well as being responsible for the day to day running of IT in APAC, the APAC IT Manager/Support Engineer will be responsible for the following:

KEY RESPONSIBILITIES

• To liaise with IT and telecoms suppliers for hardware, software and connectivity requirements.
• To build relationships with existing IT vendors to ensure high levels of service are being met and to drive continuous improvement.
• Oversee office fitouts and office moves.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system (Freshservice).
• To deploy, update, and maintain all hardware, software and office equipment in-line with company standards.
• To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation in order to assist all staff members in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• To work within the relevant legislation, policies and procedures.
• To participate in the Annual Performance Development Review Process.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
• Be willing to travel to other HH offices primarily within APAC from time to time wherever on-site assistance is required and to conduct regular “IT Health Checks”.

KNOWLEDGE & SKILLS:

• Ability to speak in fluent English, Mandarin and/or Cantonese is preferred.
• At least 7 years previous experience of working in an IT Manager/IT Support Engineer role, ideally in a multinational organisation.
• Must be highly proactive with a strong sense of professionalism and comfortable interacting with all levels of the business.
• Excellent IT skills and computer literacy.
• Microsoft Outlook/Office 365.
• Microsoft Lync/Skype for Business.
• Symantec Anti-Virus.
• Symantec Encryption.
• Microsoft Bitlocker.
• G-Suite (formerly Google Apps) - experience highly desirable but not essential.
• Experience managing endpoint security - including patching, anti-virus and device encryption solutions.
• Experience or awareness of JAMF for Apple device management.
• SNOW asset management (desirable, not essential).
• Experience in the deployment and ongoing proactive management of laptops/desktops (Windows and OS X/macOS), phones and tablets, including build images. Experience of automation is desirable.
• Network and office equipment troubleshooting skills.

QUALIFICATIONS

• ITIL qualifications
• Cisco CCNA/CCNP
• Microsoft MCSE