Experience: 2 to 3 years

Responsibilities:

l Customer facing role on Application & Systems troubleshooting with Server, Storage and Backup management tickets Field IT Team. Role will involve supporting the IT Deskside department in achieving its objectives against agreed SLAs.

l Additionally, the person might act as primary/secondary contact for IT Systems on site, LAN, WAN, Voice, Printing services, etc

l “Act as the key person” in the IT Deskside team in case of Business Continuity Plan activation and Disaster Recovery of the supported SSC.

l Work with SCCM & CMDB Teams to support End user computing requirements

l Work within Johnson Controls guidelines to ensure compliance to corporate IT standards

l Ensuring all support cases are dealt with, within agreed service levels, and to the customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant ticket logging system

l Assisting during tasks provided by external service providers

l Monitors system resource utilization for IBC systems and highlight issues and work towards resolution as per shared SOP

l Implementation of site IT projects

l Coordinating education and training for IT related activities at the site

l Required Skills:

l Ability to recognize and respond to customer expectations with a sense of urgency

l Excellent support awareness of Desktop, Laptop and Peripheral devices

l Excellent analytical, interpersonal and communication skills with strong problem solving abilities

l Ability to handle cross-functional tasks in parallel

l Ability to work independently in dynamic, fast-paced environment

l Demonstrated ability to work in a team environment, work collaboratively with IT team members, and communicate effectively with all levels of management

l Proven sensitivity to cultural diversity in the business environment

l Proven ability to assist in installation, configuration, and setup of different Applications

l Self-motivated with good organizational skills

l Proven ability to quickly build up working knowledge in previously unknown technologies

l Basic project management skills with the ability to plan and monitor projects involving customers, other IT departments

l Good understanding of office products, such as Microsoft Office

l Good understanding of Network standards – WAN, LAN, TCP/IP

l Good understanding of Smart-Device technology - iOS, Android, Windows Mobile etc.

l General IT awareness of Back Office solutions (Server, SAN, Data Protection, Cloud)

l ITIL certification is plus

l Language: Cantonese + Mandarin + English