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IT Support Engineer

Excis Hong Kong Limited

  • Company Industries:Information Technology

Job Information

  • Post Date:2022-06-22
  • Career Level:Middle
  • Location:Central
  • Qualification:N/A
  • Salary:HK$20,000 - HK$30,000 /month
  • Employment Type:Information Technology (IT), Support, Network &
  • Job Function:Information Technology (IT)  Support  Network & System  Technical / Functional Consulting
  • Benefits:Overtime pay, Travel allowance, Five-day work week

Job Description

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

Responsibilities: 

  • Provide high level of customer service
  • Provide phone and deskside support to end users across the site
  • Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary
  • Take ownership of issue\request through resolution or escalation
  • Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
  • Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation 
Additional Responsibilities:
  • Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
  • Ensure that work is carried out within agreed Service Levels. (SLA's)
  • Client on-boarding, transfers, and off-boarding efforts
  • Maintain high level of accuracy of AMDB
  • Availability during weekend and after hours as per rotational roster
  • Finish Projects (asset refresh etc) in a timely manner
  • Work on IMACDs and off hours move requests
  • Work with the team lead to make the team lead successful and be a great team player
  • Help users facing issues with Mobile Devices
  • Show urgency in helping C – suite users and provide exceptional service

Company Info

Excis Compliance

Established in Belgium in 2001 as an IT services company, Excis expanded across Europe and relocated its HQ in the UK. The delivery of 24/7 support was followed by the provision of end-to-end solutions, including IT and audio visual design, installation and servicing. Excis enjoys a strong global presence, serving a diverse range of clients and providing cross-border international IT services. We have built up a worldwide network of over 6000 engineers, who provide seamless installation and maintenance services, which aligns with the international requirements of our clients. Our network continues to grow through our 60+ entities worldwide and our ever- expanding footprint across the globe.
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