To provide IT Support to our client being responsible for problem solving and providing appropriate and robust solutions to our client on a day to day basis ensuring that a professional service is maintained at all times.

Role Responsibilities

· To deal with and resolve complex IT problems for our clients within desktop and office applications.

· To plan and schedule daily workload and seek advice and guidance for more complex resolution of IT problems.

· Able to use basic laboratory skills to setup and troubleshoot problems.

· To draft clear and concise case notes and technical documentation.

· To understand customer requirements, and able to clarify what is required and to follow-up with basic action plans.

· To keep the customer and the team updated of progress and problem resolution using verbal and written communications.

· Ensure availability, maintain and development of core systems in an Active Directory environment, based on Microsoft Technology.

· Support local users, across the allocated region, in all infrastructure related topics such as AD, Exchange, LAN, WAN and remote access.

· Ensure the defined Service Level agreements are met and the availability of IT systems are optimised.

· To ensure customer satisfaction results scores are maximised.

· To build good working relationships and rapport with the client and the European and Global IT Support team.

· To act as a mentor for less experienced team members and assist with the training of newly recruited Support Engineers as well as contributing to the development of others.

· To act as product champion in your area of technology and to pass this knowledge on to team members.

· To have an awareness of various protocols, and the application of procedures such as ISO and NPI, client server environments and some architecture knowledge.

· Coordinate with external suppliers as required.

· Assist the Operations Manager in strategic questions related to the improvement of IT services.

· As directed by the Operations Manager, budgeting for the region.

Skills and Experience

Essential:

· Outstanding problem solving and troubleshooting skills.

· Excellent telephone and communication skills.

· Familiar with a wide range of IT equipment i.e. Microsoft Windows, IP, workstations, servers, network equipment, video, and fax and printer equipment.

· Sound experience in AD, Exchange, IBM server, storage systems and networking terms and equipment such as Cisco LAN & WAN, router, hub and switch.

· Be a good team player.

· Willingness to go the extra mile.

· Good English.

· Fluency (written and spoken) in Chinese language to site.

Remuneration and status

· Basic salary, depending on experience.