IT Support Analyst

Job Responsibilities

• Provide technical help via the phone, remotely, and in person at desks.
• Record calls using the Service Desk management tool to make sure that issues and requests are handled promptly and escalated in accordance with the right protocols. Near misses when a good conclusion is reached
• Accurately identify hardware and software issues and communicate with outside engineers. Events ought to be handled in a timely manner and closely observed until they are resolved.
• Follow the Major Incident process to identify major support incidents and communicate with support teams.
• Construct and maintain printers, desktop computers, laptops, and mobile devices like iPhones.
• Report any concerns with escalating support to the Regional IT Service Desk Manager so that they can be fixed in a timely manner.
• Help with user account management and administration, including onboarding and onboarding of new employees;
• Provide IT Induction training to newly hired staff members.
• Manage inventories of IT assets, making sure that all records are kept up to date.
• Write and update technical articles and documentation for the knowledge base.
• Take part in IT projects as needed, including installation and rollouts.
• This is not an all-inclusive list of obligations and tasks. As a result, the function may also involve taking on other responsibilities as needed. It is meant to outline the general requirements and content of this employment.

Technical Requirements

• Minimum of 1-3 years of experience in a professional firm or other similar setting
• Technical understanding of maintaining Windows 10 Professional in a networked environment
• Previous work experience with Microsoft Exchange and Active Directory
• Document management software, such as iManage
• Applications tailored to professional services, such as Laser forms, Elite, and InterAction
• Elite 3E or a comparable time management/recording system is preferred but not necessary.
• ITIL V3/V4 certification is preferred.
• Character traits and mannerisms
• A collaborative and service-oriented methodology. able to collaborate with both technical and non-technical users of a broad range.
• Encourages trust that concerns will be addressed and that expectations of stakeholders are successfully handled.
• Outstanding communicator in every capacity sympathizes with user annoyances and is able to interact with people in a cool, collected, and productive way
• Outstanding analytical troubleshooting abilities, including the capacity to arrive at logical and methodical solutions to issues
• Excellent written communication abilities with a focus on technical procedure writing and user training documentation standards
• Friendly and gregarious
• Thorough familiarity with installing, configuring, and maintaining the Microsoft Office 365 suite in a network setting
• Knowledge of wired and wireless networking technologies
• Expertise in remote working technologies, such as VPN, Citrix, and DUO 2FA
• Support and management of mobile devices (iPhones) using MDM (Airwatch)
• Background in maintaining VDI environments
• Configuration of laptops and PCs
• Configuration, examination, and troubleshooting of printer, laptop, and PC issues. knowledge of Lenovo/HP laptops, HP laser printers, Canon multifunction devices, and HP PC hardware
• Proven ability to support video conferencing solutions and systems

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer HKD1000 in Apple gift cards for every referred candidate who we place in a role. Terms & Conditions Apply. https://www.ambition.com.hk/refer-a-friend