Support Analyst

Global Asset Management Firm are looking for a Support Engineer to represent the face of IT in Asia (based from the Hong Kong office). Candidates must have the right balance of technical know-how and communications/customer relationship management skills and MUST already have the relevant work permit/VISA to work in Hong Kong.

KEY SKILLS:

- Active Directory
- Networking - DHCP, DNS, VLANs, LAN, WAN, 
- VMWare - View (You may have Citrix rather than VM experience)
- Blackberry - Device and BES support
- IP Telephony - Cisco Call Manager
- Printing - Configuration and support

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