IT Service Desk Engineer – 6861

Sell and Operate, Full-time, Hong Kong
IT Service Desk Engineer
As a member of the IT Services Desk Team, you will provide a first line and second line support for the internal IT Infrastructure. This is an exciting chance to gain experience working in a front-line support environment and develop your technical skills and system knowledge.
The successful candidate will need a strong technical and analytical skills, demonstrate knowledge of the use of technology, as well as strong interpersonal skills in dealing with a wide range of users with varying levels of computer familiarity.

Key Requirements

  • 2 – 3 years of IT Service Desk Support experience
  • Windows 7 & 10 desktop experience
  • Active Directory administration experience
  • Experience with Anti-Virus/Endpoint Protection software
  • Strong MS Office 365 skills, particularly Outlook, Excel, and Word
  • Calmness under pressure and ability to maintain good humour
  • Be able to grasp concepts quickly, and have attention to detail
  • Ability to create and maintain strong working relationships both with users and technical teams
  • Excellent communication and organisation skills
  • Excellent time management
  • Team player

Duties and Responsibilities

  • Provide first line support for internal IT equipment and systems used by ION employees
  • PC hardware and software installation and troubleshooting, including peripherals
  • Accurately record/assign details of calls in our issue tracking system
  • Accurately categorize faults and queries and prioritize them in accordance with agreed Service Levels
  • Ensure that all Help Desk related issues are resolved or where necessary escalated
  • Manage call-logging queues as required, ensuring timely and accurate professional feedback on progress
  • Provide advice, guidance and assistance in the rapid restoration of normal services to internal users
  • Ensure that all IT related equipment is configured to an agreed specification and documented as necessary
  • Produce and maintain documentation for use by end users and other members of the Corporate IT team
  • Ability to provide cover to offices in different regions when required.  Advance notice for this will be given 

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