Vacancy No

VN1673

Business

BASE

Dept Code

Information Technology

Employment Type

Full-Time

Location Country

Hong Kong

Description

The Role

Harneys is seeking to recruit an IT Support Technician to join its IT Support team. This role is based in Hong Kong, with a focus on supporting the firm’s global operations.

About you

This role requires strong communication skills (English), a professional demeanour, and an understanding of the importance of customer service. This is an entry level position and an opportunity to start your career in I.T. or move to I.T. within the Legal Industry. We are ideally seeking a candidate with an understanding of recent Microsoft Windows operating systems and Microsoft Office applications. Experience of mobile devices running Android, and or iOS is also desirable.

This role suits someone who is seeking to commence or grow their IT Career within the Legal Industry.

Who you'll be working with

You'll be part of an IT Support team (12 persons) who are spread across Asia, UK, and the Americas but collaborating with your colleagues in the global IT department. In our Hong Kong office you will also have the support and experience of a Senior IT Support Specialist, and an Infrastructure Engineer. This role reports to the IT Support Manager - Asia and is responsible primarily for providing IT support to their colleagues globally; there is expectation that this role also provides on premise support assistance.

Responsibilities
• Primarily the team will provide remote support to colleagues globally, however there will be desk side or meeting room support required on premise
• All requests for support must be logged in our ITSM (ServiceNow) accurately whether they have been received by phone, email, text, chat, or in person
• Make certain that all tickets are acknowledged and responded to in a reasonable amount of time, even if they are not possible to resolve on first contact
• Provide regular updates to the requestor on their tickets regardless of progress made
• Ensure that tickets have appropriate categories assigned, correct status is applied, and priority is clear
• Maintain an accurate audit trail on the ticket
• Record notes in relation to verbal contact
• Note steps taken during troubleshooting
• Attach screenshots of errors
• Email from or comment on the relevant ticket, if this is not possible either copy and paste or drag and drop the email on to the ticket.
• Where a new Problem is identified; a Problem ticket is opened and communicated to IT so the team ensure related IT Cases are linked and the root cause is investigated with aim of finding a viable workaround and/or a permanent solution
• Escalate issues that are not possible to resolve due to knowledge or access to 2nd line support, or if the guidance states escalate to the appropriate team such as IT Infrastructure or IT Applications & Development, or external supplier support
• Be a contributor to The Oracle by creating and updating knowledge base articles
• Support your global team by assisting them
• Ensure that IT equipment in office is set up in a neat and complete manner. Leaver desks are checked to either remove all equipment for re-allocation or are set up for the next employee
• Assist the team with the asset management register & ensure there is adequate equipment, peripherals, and toner in stock
• Keep IT stock organised so that the local team know its status (available, pending assignment, pending repair)
• You may be engaged occasionally to assist on releases of new software and hardware, and any office reconfiguration

Shifts
• The Support team need to ensure that the Support hotline has coverage during the working week, globally. Some locations are likely to deviate from the standard office opening hours to provide this level of service. The IT Support team are expected to be flexible with one another and shifts are arranged with the team in advance.
• Public holidays except for Christmas and Easter are covered by the team, we offer a day in lieu or overtime.
• Weekend on call cover is covered on a rotational basis by all IT Support team members.

Soft Skills
• Time Management & reliability
• Analytical & troubleshooting mindset.
• Communication (written & verbal English), interpersonal & customer service skills.
• Listening, patience & empathy.
• Focus & attention to detail.
• Enthusiasm
• Prioritisation
• Team-oriented
• Continual self-improvement & quick to learn when it comes to new technology.
• Ability to work and exercise reasonable judgement under minimal supervision.
• Willing to maintain self and team awareness of IT and company policy and procedure.
• Professional demeanour.

Desirable
• MS Office 365 Suite (Outlook, Word, Excel)
• Windows 10
• Mobile Devices – iOS & Android

Applications Close Date

15 Nov 2024

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