Support Specialist

• Higher Diploma or above in Information Technology or a closely related field
• Minimum three years of end-user computing support experience
• Knowledge of Active Directory and enterprise email account management
• Good Knowledge of Microsoft Windows, Office 365, Exchange Mail, Android and iOS device configuration
• Expertise supporting end-user computers, video conferencing, mobile devices, and remote VPN access Drive for delivering IT support
• Good analytical and problem-solving skills with handling mobile devices (Apple iOS and Samsung Android preferable)
• Capability to communicate with all levels of management and external parties in a non-technical manner.
• Capability to prioritize and execute duties successfully
• Can work under pressure and independently

• Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST), or other comparable credentials are preferred.

• Good command of spoken and written Cantonese, English and Chinese

We are currently looking for a Senior Support Specialist to provide corporate technical support of the Technology infrastructure to SLIM Hong Kong office and Senior Management Office.

• Provide on-site and remote hardware and software support and maintenance to end users, troubleshooting their workstations effectively.
• Install, administer, and support mobile devices and mobile apps.
• Ensure superior response time for VIP users.
• Evaluate and propose new solutions for office automation and enhancing end-user computer productivity.
• Aid in managing hardware and software inventory, maintaining updated records, and ensuring software license compliance.
• Develop technical specifications for end-user computer peripherals.
• Monitor and oversee the entire lifecycle of user requests and complaints.
• Coordinate with the office to implement policies, processes, and operations effectively.
• Supervise IT vendors to resolve technical issues with end-user workstations.
• Manage end users' expectations and requirements.
• Update technical knowledge documentation regularly.
• Follow up on issues and requests, liaising promptly with internal and external stakeholders.
• Provide technical escalation support, mentor support specialists, conduct training, analyze customer feedback, develop support processes, and monitor incident and support metrics.
• Execute assigned duties and special projects, including assisting with training, meeting, and event preparations.
• Support the Manager in handling administrative tasks efficiently.