Job purpose

Based in an office in Hong Kong, the post is part of INTO’s Global TechHub Support Team, which in turn is part of the IT Operations Team.

The TechHub team is responsible for delivering IT Support to INTO’s staff, across a variety of systems including desktop, server, network and mobile devices. All support is logged through the corporate Service Desk. The role will also assist in the delivery of IT projects and services, as advised by the IT Support Manager.

Key accountabilities and duties 

• Provide first contact technical support to all INTO staff within the Hong Kong Office and global staff, over telephone and email, or logged on the corporate Service Desk.
• Provide support, both remote and at times on-site, to our offices in China.
• Act as the first contact for all hardware, software and other IT related issues.
• Provide troubleshooting for the network environments in company offices in Asia.
• Log support tickets, provide status updates to users, and escalate as appropriate to other team members. Ensure tickets are resolved and responded to within agreed SLA targets.
• Provide clear, easily understood communications, to INTO’s customers and stakeholders.
• Provide hardware and software support on desktop and laptop computers, covering Windows and Mac OS operating systems.
• Carry out new computer equipment builds, and rebuilds of existing equipment, as required.
• Provide support on mobile telephony and devices.
• Carry out account creation and termination across all INTO systems for all new, leaving or changing staff.
• Assist with the induction and training process of new and existing staff.
• For new workspaces, ensure that data points and power points are available to staff and install new equipment.
• Carry out the agreed purchase process for new equipment in Asia and the ROW region, ensuring equipment is configured and shipped to users as needed.
• Work closely with the UK team based at INTO’s HQ in Brighton to ensure IT Services and Projects are successfully delivered.
• Work on other IUP IT projects as requested by the IT Support Manager (this may include travel to other INTO offices).
• Contribute to the continual service improvement of IT systems and processes within INTO worldwide.
• Your job title does not define or limit your duties and you may be required to carry out other work within your abilities from time to time at our request;
• We reserve the right to introduce changes in line with technological developments which may impact upon your job duties or methods of working;
• This role may involve occasional travel to, and working from, other INTO sites.
• At certain times of year some evening and weekend work will be required as part of this role and a flexible approach to working hours will be expected.

Location

The post is based in Hong Kong. Occasional travel may be necessary and flexibility is required to meet the demands of the post, including occasional weekend working. The post holder may be reasonably required to work from any INTO or Partner location at any time.

Qualifications

• English speaking
• Exposure to corporate networking environment
• Experience in Windows operating systems, including troubleshooting and resolution
• The role requires good working knowledge of IT, Microsoft Office tools and corporate systems and will be expected to understand and follow procedures
• Experience in front line IT support
• Technical knowledge of multi-user IT systems within a user setting
• Confident telephone manner and face to face communication
• Ability to work alone with minimal supervision
• An approachable, warm and friendly manner
• Excellent communication skills
• Ability to work in a fast-moving environment
• The ability to prioritise, meet deadlines and work under pressure
• Flexibility & willingness to learn about / undertake new tasks
• Good team player & Good attention to detail
• High standards of customer service
• An interest in other nationalities and cultures preferred
• Previous experience of supporting telephone systems preferred
• Experience of using an IT Ticketing System preferred
• Knowledge of AV equipment and conferencing equipment preferred
• Working in an office environment providing 1-1 support with staff preferred
• Chinese speaking preferred

As part of our Safeguarding procedures, applicants are asked to note that

• references will be followed up;
• all gaps in CVs must be explained satisfactorily;
• proof of identity and (where applicable) qualifications will be required;
• reference requests will ask specifically whether there is any reason that they should not be engaged in situations where they have responsibility for, or substantial access to, persons under 18;
• Appropriate suitability checks will be required prior to confirmation of appointment.