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Technology
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JR-1724 Requisition #

2nd Level Support

  • Attend to local issues, user queries and requests, actively logging and monitoring tickets via the firm's Helpdesk system (ServiceNow)
  • Provide sound advice and assistance with the handling of and resolution of incidents and requests. This also includes escalation to the appropriate resolving groups in the region as well as global teams
  • Responsible for supporting client and meeting room technologies including the Video Conferencing event testing and setup
  • Provide desktop hardware (including printers) and software support including remote services (e.g. RAS/VPN, Token & secure ID, mobile devices, etc.)
  • Provide backfill support for other regional offices due to local holidays or staff absences as required
  • Assist with the IT induction training for new staff members where required
  • Participate in a good proactive working relationship within the Hong Kong Technology team and other teams within the IT department
  • Perform other duties as assigned by the Technology Services Manager

Service Management

  • Create and maintain operational documentation and Knowledge Bases (KBs)

Project Support

  • Work with the Regional Technology Manager, APAC and the Infrastructure Team on all phases for projects coming into local office (and APAC), including pilot testing, problem reporting, follow up with issues, support during the project rollout, and attend necessary training if needed

Value add services

  • Proactively engage with the lawyers and business professional staff to educate them on how to take advantage of the various technology tools and services available to them with the aim of improving efficiency and productivity
  • Proactive focus on continuous improvements to the overall user experience and relationship with the Hong Kong Technology team
  • Capture customer feedback to share with the Technology Services Manager during regular team meetings and ad-hoc engagements
  • Deliver proactive communications via recognised channels (email, Yammer, Ms Teams, Techbar)
  • Demonstrate and promote new technology and provide consultation to lawyers and other staff members via Techbar learning

General

  • Contribute to the broader regional Technology team by generating new ideas and ways to improve the service delivered by IT
  • Maintain and manage hardware assets in the office
  • Strong spoken and written English; good spoken and written Chinese (Cantonese and Mandarin) would be an advantage
  • 3 to 6 years' experience within an IT service desk and 2nd line customer facing technical support role, preferably in a Law Firm, Professional Service Firm or a multinational company
  • Solid knowledge of Microsoft Windows Operating Systems, Microsoft Office Suite and SharePoint (Microsoft Office Specialist preferred)
  • Solid experience in supporting Apple, Android and Blackberry handheld devices
  • Solid experience in supporting Cisco and Polycom video conferencing systems
  • Experience in supporting Audio/Visual technology (Video matrix switch, audio mixer, control system)
  • Solid knowledge in troubleshooting network related issues (TCP/IP, DNS, VPN, Proxy)
  • Hands-on experience in supporting online meeting tools such as WebEx and MS Teams
  • Experience in supporting Active Directory, Citrix Director, RSA, Exchange, BlackBerry UEM and Cisco Call manager will be an advantage
  • Experience in containerisation and BYOD related technologies which allow users to access business applications on personal devices
  • Good initiative; able to work well under a high demanding environment; excellent customer service skills; able to work well independently and within a team
  • Willingness to take ownership and show initiative to achieve results
  • Strong interpersonal skills and the ability to work and support a team environment
  • Strong analytical and troubleshooting skills
  • Excellent communication and professional writing skills, with ability to explain complex information accurately
  • ITIL foundation certification preferred, with proven skills & experience in this area

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