The position locates in Hong Kong at the Fresenius Medical Care Asia Pacific Headquarters and reporting to IT Services Manager.

This position is responsible for supporting and maintain in-house computer system, laptops and desktops, and peripherals both on site and remotely. This includes receiving, prioritizing, documenting and actively resoling end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectation. Problem resolution may involve the use of diagnostic and help request tracking tools.

Key Responsibilities:

Strategy, Planning, Acquisition & Development

• Support the acquisition of new computer or networking hardware
• Evaluate documented resolutions and analyze trends for ways to prevent future problem  
• Alert management to emerging trends in incidents
• Participate in and support capacity planning and the systems, software, and clients in conjunction with end users and department managers
• Install and configure Citrix applications

Operation Management

• Liaise with, and provide training and support to, end users and staff on computer operation and other issues
• Install, configure, test, maintain, monitor and troubleshoot and user workstation hardware, networked peripheral devices, and networking hardware products
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products
• Collaborate with analyst, application developers, and system owners in the testing of Citrix programs, applications and interoperability
• Recommend hardware or software changes needed to optimize Citrix deployments, configuration, or maintenance
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Document all pertinent end user identification information, including name, department, contact information, including name, department, contact information and nature of problem or issue
• Access software updates, drives, knowledge bases, and FAQ resources o the Internal/Intranet to aid resolution
• Install anti-virus software and ensure virus definitions are up-to-date
• Perform preventative maintenance, including checking and cleaning of workstation, printers and peripherals
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow ups to help requests

Qualification, Experience and Characteristics Required:

• 3 years or above experience administration bot Citrix and physical client remotely and on-site
• Experience documenting and maintaining configuration and process information
• Bachelor Degree or equivalent in Information Systems
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively and prioritize and execute tasks in a high-pressure environment
• Strong interpersonal and oral communication skills
• Ability to present ideas and solution in user-friendly language
• Highly self-motivated and directed
• Keen attention to details
• Strong knowledge of software quality assurance best practices
• Skilled at working within a team-oriented, collaborative environment

Please submit your CV with current and expected salary if you are interested.

(Data collected will be used for recruitment purposes only. Candidates should consider their applications unsuccessful if not invited for interview within six weeks.)

Fresenius Medical Care– the world’s leading provider of products and services for people with chronic kidney failure in around 150 countries. We care for more than 320,000 patients in our global network of more than 3,700 dialysis clinics.

Creating a Future Worth Living. For Patients. Worldwide. Every Day.

We are listed on Frankfurt Stock Exchange and New York Stock Exchange and is included in DAX German market index since 1999.