Company Description: A leading telecommunications provider in Hong Kong, offering a comprehensive range of communications services including local and international telephony, broadband, and mobile solutions to residential and business customers.
Location: Multiple customer sites across Hong Kong
Nature: 12-month Renewable Contract
• Lead and supervise the onsite support and data center teams, managing shift planning, task allocation, and performance reviews.
• Oversee the ITSM system to ensure all incident and service request tickets meet established Service Level Agreements (SLAs).
• Provide hands-on Level 2 and Level 3 support for complex OS, Office 365, VPN, and network connectivity issues.
• Manage the full lifecycle of end-user devices, including IMAC (Installation, Move, Add, Change) and asset reconciliation.
• Coordinate major technical changes and network projects, such as OS upgrades, software rollouts, and equipment deployments.
• Execute daily network operations, including fault isolation and configuration of routers, switches, and access points.
• Ensure all IT assets comply with security policies, including encryption, patching, and removable media controls.
• Conduct regular team meetings and prepare KPI reports to identify training needs and process improvements.
• Possess a Diploma or above in Information Technology or a related discipline.
• Have at least four years of IT support experience with demonstrated leadership and team management abilities.
• Proficient in CCNA-level networking, including TCP/IP, subnets, NAT, VLANs, and routing protocols.
• Technical knowledge of networking products from vendors such as Cisco, Ruckus, Fortinet, Huawei, or Extreme.
• Strong hands-on experience with Windows/macOS, Active Directory, Office 365, and mobile device support.
• Excellent problem-solving skills with a proactive, self-disciplined, and responsible work attitude.
• Effective communication skills in English and Cantonese to interact with end-users, customers, and vendors.
• Ability to work flexible hours, including weekends or public holidays for standby support and scheduled maintenance.
