Client Services Onsite Technician

Kwun Tong, Kowloon (Hong Kong) - On Site || Part-time

Key Skill Sets Required

- 4 to 6 years + Experience

- Desktop / Service Desk Experience

- Fluent in Cantonese / Conversational in English

Role purpose:
• This role be responsible for building and supporting day to day operations of all laptops and desktops.
• Become visible and provide IT support to the customer and provide guidance and support as needed.
• Ongoing support who will monitor queue for Incidents, Requests, ensuring SLA's are maintained.
• Responsible for maintenance of desktop/peripheral computing environment.
• Have solid understanding of working in a fast paced environment, supporting onsite clients as well as home office users.
• Must have solid soft skills and be a good communicator.
• Must have valid license, along with the ability to lift 50lbs.
• Track all incoming/outgoing activities via client's asset management system. Maintain Excel/SharePoint Trackers on all equipment, as well as in client's asset management system.
• Experienced in Service Now ticketing system

Main responsibilities:
• Build and Deploy Win7/Win10 machines with attention to deployment details to ensure positive End User Experience (EUX)
• Installation, monitoring and service of the desktop hardware, software and peripherals
• Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution
• Remote Users Support
• Schedule, build, deploy, recover PC assets according to global Client guidelines and adhere to scheduled appointments for asset recovery collections follow Pharma Kroll process and eWaste processes.
• Inventory control and asset management

Key Responsibilities
• Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares.
• Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles
• Develop and maintain service operations manual documentation. Develop and maintain work instructions to complete operational checklists and work orders.
• Analyze Client Service calls for desktop devices and incident data to identify and advise Client of any potential user-training requirement and automation and to drive continuous service improvements.
• Experience working in a team-oriented, collaborative environment with strong customer-service orientation.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Some asset management responsibilities.
• Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following pharma litigation processes to ensure all equipment is quarantined properly.
• Provide guidance to clients and Support projects in progress in collaboration with other NBS IT organizations. Interface and collaborate with other teams for issue resolutions.
• Clean and prepare all hardware for reuse, which includes, running diagnostics and submitting OEM tickets for repair.
• Good written and oral communication skills with clients and management as well as people skills.
• Other Ad Hoc Activities and Reporting as required

Technical Skills:
• Solid knowledge of Windows (version 10 preferred)
• Full Microsoft Office Suite and Operating Systems: Win7 and Win10. Word, Excel, Skype, Outlook Calendar, scheduling and SharePoint
• Hands-on hardware troubleshooting experience
• Ability to read and understand technical manuals, procedural documentation and OEM guides
• Knowledge of Active Directory for computer configuration e.g., WebSM
• Good understanding of Skype, VPN and mobile device support
• Knowledge of IMAC, SLA's and Asset management, ITIL
• General understanding of network infrastructure of DNS, Proxy servers and firewalls
• Basic knowledge of LAN/WAN setups and concepts
• Knowledge of software distribution, patching and imaging technologies desirable

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