Deskside support Team leader / Senior Deskside support engineer

E.C.Fix Technology Ltd.; Hong Kong Island; On-site; HKD 600,000 - 800,000; Full time

Job summary

A leading technology company is looking for an experienced IT Support Team Lead to manage the End User Service Support Team in Hong Kong. The candidate will be responsible for troubleshooting IT issues, leading a team, and ensuring effective communication with both users and other support parties. Ideal candidates should have a Higher Diploma in Computer Science, with at least 5 years' experience in user support, including leadership, and possess strong communication skills.

Qualifications

• At least 5 years’ experience on end user support.
• Minimum of 2 years' experience in a leadership role.
• Good verbal and written communication skills in English.

Responsibilities

• Lead and coach the IT End User Service Support Team.
• Identify, investigate, and solve problems or incidents.
• Provide technical support for internal users.

Skills

End User Support

Team Leadership

Technical Troubleshooting

Communication

ITIL Understanding

Education

Higher Diploma in Computer or related discipline

Job description

• Lead and coach the IT End User Service Support Team to provide support to end user.
• Identify, investigate, and solve problems or incidents in accordance with established procedures, practices, and service pledges.
• Communicate effectively with end users and other support parties.
• Evaluate the unresolved problems escalated by the team. Work with management and other support parties to solve those problems if required.
• Escalation / Complaint handling under the general End User Support cases
• Handle call logging report (Weekly & Monthly)
• Able to be working independence.
• Provide technical support for internal users on: Desktop Software, MS Windows, Office, Outlook
• Skills on supporting tablet or smartphones, conference room’s AV equipment or video conference tools.
• Provide Install, Move and Change of deskside services to end users.
• Identify, investigate, and solve problems or incidents in accordance with established procedures, practices, and service pledges.
• Communicate effectively with end users and other support parties.
• Troubleshoot I.T related issues and report to line manager or supervisor on the issues.

Job Requirements:

• Higher Diploma in Computer or related discipline
• At least 5 years’ experience on end user support with at least 2 years’ experience on leader experience / senior role
• People oriented and teamwork centric.
• Good verbal and written communication skill in English.
• Understand of ITIL principles is an advantage.
• Able to Overtime when necessary.
• Shift allowance will be provided when required to shift duty on

*** Please provide your expected salary in your CV for reference ***

Interested party, please send your details resume with current and expected salary to our Human Resources Department by email to [e-mail]. All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients.