Global IT Support Engineer - Hong Kong
Ten Group, Hong Kong
Job Description
Ten is looking for a Global IT Support Engineer to join our team. Ten provides award-winning intelligent support to private members, corporate clients and professional communities. Our lifestyle concierge business has offices all over the world and is growing fast. We are passionate about service and use our insider know-how, contacts and buying power to help our members get the most from life, wherever they are in the world. We organise everything from home repairs to luxury travel, gift buying or access to exclusive restaurants, clubs and events. Technology sits at the heart of our business and we are looking for a Global IT Support Engineer to join our IT team.This role will be based in Hong Kong.
Overview of the role
Ten is a leading global lifestyle management business with presence in over 20 offices globally and more than 950 employees. In the last couple of years, the company has undergone some major infrastructure changes at all levels of technology (incl. desktops, network, application, virtualisation and data centres). With our continued focus on development and driving technology improvements, we want someone who is ambitious to join our global team and be actively involved in these transitions. This encompasses support of our end user technology including desktops, desktop applications, laptops, mobiles and other client facing technology to our internal clients.
Main Duties and Responsibilities
- Primarily working within a Service Desk type environment
- Provide telephonic IT support to internal clients along with team members based both locally and globally
- Provide onsite Desktop Support services to locally based clients
- Monitoring of the inbound ticket queue and triage to appropriate resources within the team
- Responding appropriately and dealing with incidents; service requests; queries and complaints in an effective manner (i.e. punctual; polite and with empathy)
- Taking ownership of incidents and service requests assigned to you; responding to these within SLA and managing to resolution
- Contribute fully as an active team member and ensure personal and team objectives are achieved
- Undertake other tasks as assigned by management
- Maintain individual development along with your line manager
- Adopt a practical, methodical approach to identify and resolve issues
- Managing technical and hierarchical escalations as necessary
- Be able to work independently, be self-motivated and to take on responsibility for support delivery
- Liaise with the wider technology teams to coordinate interdependencies and resolve issues
- Liaise with 3rd party vendors that supply services to Ten
- Work rotational shifts between 7am and 7pm (SST)
- Work rotational weekends shifts
- Work public holidays if required
Who We Are
At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a 20 + strong global office network with over 900 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members. Will you help take us there?
Requirements
Technical Skills amp; Qualifications Required
- Experience with Windows10; AD; basic knowledge of firewalls; general security issues; email troubleshooting; antivirus; backup software; office applications and printing
- Solid trouble shooting skills (e.g. AD; servers; workstations; databases; networking)
- Experience of Office 365 and Azure cloud capabilities related to desktop computing
- Technical experience of enterprise desktop applications e.g. MS Office, O365, Internet Explorer, Chrome
- Advanced Microsoft OS and desktop hardware troubleshooting, MAC devices
- Installation and support of workstations/servers and print/scan devices
- In the event of being unable to remotely connect to a client's you need to have the ability to talk the client through the resolution (where possible)
- MCSE certification (preferred)
- CCNA (advantageous)
- Ideally working knowledge of ITIL methodology
- Willingness to gain relevant qualification's and accreditation's as required by the business
- Fluent in English and