Reference Number 037481
Position IT Technical Support Analyst
Salary 25 - 30K
Job Requirements
Diploma / Degree in Computing Science or equivalent, or a minimum of three years relevant experience
Strong experience on Cisco network devices and IP networking including addressing, routing and switching, VLAN separation and supporting wireless infrastructure
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)
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 and Penang.
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.

Responsibilities:
Responsible for implementing the global network/PC security initiatives for Asia locations
Troubleshooting problems and resolving user and network issues
Monitoring and analysing the network performance and to provide the solution on the improvement
Analysing user requests to determining whether approval process is required before they can be actioned (as per documented procedures).
Answering and responding to user support requests and logging them onto IT support helpdesk system.
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.
Contacts Edmond So - 26275200
edmond@besteam.com.hk