Desktop Support Engineer (X5 vacancies)

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • CDI, Plein-temps
  • Mainstay Asia
  • 16 juin 18 2018-06-16

We are looking for 5 competent Help desk technicians at varying level of seniority, to provide fast and useful technical assistance on computer systems to users of a large global bank. You will answer queries on basic technical issues and offer advice to solve them. You must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented in your approach to work.

Responsibilities of the Role

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email or in person
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

 

Requirements of the Role

  • Degree educated in an IT or technology discipline
  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Strong Microsoft Office experience (on premise) Suit 2013 & 2016 and SharePoint experience
  • Windows 7 and 10 experience
  • TCP/IP networks experience advantageous
  • Anti-virus
  • Experience with Citrix Xendesktop, Xenapps, VM Ware VM process is advantageous
  • Disaster Recovery experience
  • Experience setting up emails on mobile devises such as ios and android
  • Basic windows server administration is an advantage
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field

 

Please send your cv in word format to rcarter@mainstayasia.com and put desktop support in the subject heading.