Reference Number 037481
Position IT Technical Support Analyst
Salary 25 - 35K
Job Requirements
Diploma / Degree in Computing Science or equivalent, or a minimum of three years relevant experience
Experience in providing end user technical support in a similar analyst role.
Methodical approach to troubleshooting IT problems, with ability to plan and prioritise workloads.
Possess detailed knowledge of Microsoft Office Applications (2010/2013/2016) and Windows Operating Systems (XP/7/10)
Strong experience on IP networking including addressing, routing and switching, VLAN separation and supporting wireless infrastructure.
Management of Symantec Endpoint Protection 12 Server and Client or comparable endpoint protection solution.
A positive attitude towards providing solutions which satisfy user requests.
Capable of written & verbal communication in English.

Additional skills below are highly desirable;
User, group and policy management Microsoft 2008 R2 Active Directory
Backup policy management using Symantec Backup Exec 12.
Use of Spiceworks inventory asset management software.
Familiarity with Mochasoft TN5250 terminal emulator installations.
Certification of professional skills (Microsoft MCSE / Cisco CCNA / + others)
Capable of verbal communication in Mandarin.

Job Role:
Providing network and technical support to IT systems, network infrastructure, and global security initiatives. This includes supporting users mainly on Windows based desktop and notebook computers.
The user base comprises around 200 users located in regional sales offices in Hong Kong, Shenzhen, Beijing, Shanghai, Seoul, Taipei, Singapore, Penang and India.
Support operations are mainly initiated through remote control software, but the candidate must be prepared to travel if required. Successful candidates will join the IT team who are based out of Hong Kong.

Analysing user requests to determining whether approval process is required before they can be actioned (as per documented procedures).
Troubleshooting problems and resolving user issues, referring to second level support staff for advice and assistance when required.
Documenting software installation procedures and providing weekly summary report of support requests logged/resolved/outstanding.
Installing system software, commissioning and configuring new hardware in preparation for deployment to end users.
Responsible for implementing the global network/PC security initiatives for Asia locations
Monitoring and analysing the network performance and to provide the solution on the improvement

Contacts Edmond So - 26275200