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  • Job Industry:Accounting & Finance
  • Position:End-User Support Technician
  • Reference No:S101993
  • Location:Hong Kong
  • Job Description:

    Scope of Work:

    • ​Provide customer facing end-user support that includes
      • Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
      • IMAC support including large scale/bulk office moves/re-stack activities (all moves)
      • Support for Operating System, base load software, MS Office suite and other business application
      • Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
      • Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
      • Support for the Mobility devices (IOS/iPhone/IPads)
      • VIP and home-based office (HBO) user support
    • Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
    • Respond to end-user requests for updates on ticket status and promptly follow up as needed.
    • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
  • Requirement:


    • Minimum of 5 years technical experience in providing quality services to the end users
    • Strong understanding of Client based Operating Systems
    • Strong ticketing system experience
    • Proficient understanding of level 1 Helpdesk services
    • Strong understanding of end user hardware
    • Strong knowledge of client based applications
    • Proficient with common network protocols (TCP/IP) for device connectivity issues
    • Excellent communication skills (English & Local language)
    • Excellent customer engagement and customer service skills
    • Strong desire to help, share, and assist others
    • Excellent analytical skills, Work Ethic and Problem-solving skills
    • Basic Safety knowledge in order to assist users with ergonomic equipment
    • Ability to lift heavy equipment’s within stockroom
    • Customer experience - CSAT focused with Customer is #1 Attitude
    • Professional and courteous and Ability and patience to work in a high dense client environment
    • Flexible for travelling to remote sites/Colocations

    Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantag

  • Remarks:
Data collection will be treated in strict confidentiality and used solely for recruitment purposes. All related information will be kept in our database for up to 24 months.

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