Our client a leading Information Technology company is looking to hire End User Field Services - Site Lead (Onsite Support Lead).
Job Responsibilities:
- Team Lead role at the customer site for IT Workplace support and/or infrastructure;
- Responsible for actively monitoring incident and service request ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools to meet the Service level;
- Act as first point of contact for new scope requirements and BAU Escalation;
- Accountable in developing a comprehensive understanding of the Asia region’s IT requirements;
- Compile monthly progress report on overall status of BAU support, ad-hoc projects and initiatives, including support KPIs;
- Responsible for providing prioritization of tasks and projects on the daily basis
- Develop relationship with the region stakeholders to serve as trusted lead to the business users
- Have a good understanding of IT Service Management for the client company
- Ensure the end users receive high quality operational end user deskside support
- VIP support
- Bachelor’s degree in IT / IS discipline or equivalent;
- At least 5 years’ experience in end user support; which included 1 to 2 years’ experience leading a team of 3 to 5 engineers;
- Advantage to have MNC support experience or working for Transportation industries
- Very good support knowledge in MS Windows 10 and Office suite of product
- Basic knowledge of IT Infrastructure (Network topologies, VPN, Firewall, Wintel server etc.) enough knowledge to isolate end user problems and level 1 local server support
- Customer focus, with exceptionally good customer service, inter-personal and telephony skillsets;
- Process oriented and able to multi-tasked;
- Team player who is self-motivated, self-disciplined and initiative;
- Mentoring/teaching and team management;
- Able to manage Small local project and able to provide regular status update and highlight issues;
- Proficient in written English & Chinese; Fluent in spoken English and Cantonese; Ability to communicate in Mandarin is an advantage;
- Support management in the execution and continuous improvement of services and operations;
- Working location at client sites and willing to travel for business needs;
- ITIL V3/V4, PMP certification is preferred;
