ITS20110201

Services Operation

Job Description

• Fault diagnosis and resolution of software and system errors
• Fault diagnosis of server and network hardware and co-ordination of repairs and replacements (escalating to Vendors for repair when necessary)
• Coordination and support for offsite events and special requests
• Manage and implement server projects and products
• All work to be completed within assigned Key Performance Index (KPI)
• Act as focal point for users and coordinate issues/requests through to resolution/completion
• Escalate issues in a timely manner that may impact the business/users
• Perform Root Cause Analysis
• Implement System HW/SW Components and systems upgrade
• Perform systems change requests
• Participate in support work flow
• Systems administration, maintenance, backup/restore, performance tuning
• Technical understanding of the technology and the business requirement such that those problems are resolved efficiently and in line with business needs
• Being part of the on-call support rotation
• Follow standard procedures

Requirements

• High Diploma / Degree on computer or related fields or above 2-3 years related experience
• At least 1-2 years experience in IT support role
• Basic knowledge in Windows operating system and Active Directory with experience of multi-site environment
• Hardware knowledge (PC/Laptop/Printers/Monitors)
• General Knowledge of VM ware & Citrix Environment
• Ability to understand the user request & find out the root cause of the problem
• Fluent in English, Mandarin and Cantonese both verbal and written level
• Positive personality with a "can-do" attitude and proactive, take initiative to go the extra miles to get things done
• Flexible and capable to adjust to the fast-paced IT environment and user requirements
• Plan and work critically and logically
• Strong organizational and follow-up skills, strive to carry out tasks which improve own and/or team effectiveness
• Able to adapt to changes and have flexibility in performing the support role
• Working as a team player, playing an active role in maintaining and developing service quality
• Ability to work under pressure
• Responsibly to work during weekends and on rotating shifts
• Knowledge of Software patching/deployment tools(BMC, Patchlink, Altiris, etc) would be an advantage
• Preferred Certifications: MSCA, MCITP, ITIL as an advantage