Hong Kong Based - 1st/2nd Line Support Engineer

My client a leading Asset Management Firm are looking for a 1st/2nd Line Support Engineer with Financial experience to work in their Hong Kong office. Candidates MUST already have the relevant work permit/VISA to work in Hong Kong.

This is a challenging role and goes well beyond a typical Help Desk engineer's remit. The successful candidate must possess a strong background in Help Desk support, but have developed their skills to sufficient levels to bridge the gaps between traditional 1st line and Infrastructure Support. Candidates must have strong communication, customer liaison and consultative skills and be comfortable in acting as the face of IT in Hong Kong as the entire team is only 11 in total.

KEY ACCOUNTABILITIES:

Operating within the Support team to meet target service levels for call response and resolution
Ensure calls are handled in a professional manner, adhering to process and procedures.
Carry out diagnostics and resolution.
Prioritisation of calls; ensuring customer communication regarding progress
3rd party vendor co-ordination for Asia-Pacific region - SLA management
Technical Microsoft Windows 7 and VMware View support
Technical hardware support.
Technical support and administration of SharePoint 2010, Exchange 2010, Mime Sweeper and Cisco phone system
Technical administration of AD, and HP Insight manager.
Technical support of Symantec back-up exec software.
Anti-virus Sophos support.
Technical support for all users including remote users via RSA Secure ID, Blackberries iPhones and iPad's
Installation of desktop, laptop and printing hardware.
Assist with out of hours work when required

KEY EXPERIENCE:

Previous experience in providing 1st/2nd line IT support, within a similar ITIL environment.
Strong verbal and written communication with business and technical colleagues
Good core Service desk & Desktop technology knowledge
Good technical knowledge of MS Windows 7 & VMware
Good technical knowledge of Domain administration, SharePoint 2010 & Exchange 2010
Good Technical knowledge of Networking -, TCP/IP, WAN/ LAN.
Previous experience in supporting and troubleshooting Back-up solutions (Symantec Back-up exec)
Blackberry, BES, iPhone and iPad support knowledge
MS Office
Customer focused
Excellent verbal and written communication skills
Ability to communicate technical computer concepts to non-computer literate individuals
Ability to remain calm under pressure can do attitude and enjoys working part of a team.
Excellent analytical and methodical problem solving skills