Infrastructure Analyst
eTeam Hong Kong
HK, HK
7天前
source : JobDiva

Key responsibilities :

  • Schedules, assigns, and reviews work of system support staff (SSTs all levels) within Physician Network, adjusting work assignments and schedules to maintain adequate staffing levels and responds to fluctuating workloads.
  • Observes staff progress and reviews weekly log report to ensure that scheduled jobs are processed accurately and timely.
  • Assesses training needs of staff and arranges for or provides appropriate instruction.
  • Evaluates employee performance and assists the manager with performance appraisals
  • Perform installations, repairs, upgrades, backups, and other maintenance task
  • Ensure that tickets through the ticketing system are handled in an expedient manner and are escalated properly to the correct department within IT
  • Responsible for desktop and laptop deployment, inventory, and recovery
  • Provide 1st to 3rd level desktop and server / network support over the phone, remotely and on-site
  • Project responsibilities - Roll outs, upgrades, deployments, migrations etc.
  • Identify, analyses, support and solve technical problems presented to you, ensuring Customer Satisfaction
  • Desktop / Laptop on-site and phone support; Printer / Fax support; Backup system support; Updating current infrastructure;
  • Deploying new equipment

  • Provide investigation, diagnosis, resolution and recovery for hardware / software problems . When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
  • Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
  • Provide initial assessment of urgency and business impact on all support calls.
  • Manage service requests, software installations, new computer setups, upgrades, etc.
  • Record incident resolutions in the Help Desk tool.
  • Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
  • Support the following technologies : Microsoft Office 2007 and 2010 products Outlook, Word, Excel, Access, Internet Explorer, Windows XP, Windows 7, desktops, laptops, printers, networked copiers, NIC'
  • s, basic LAN / WAN connectivity and others as assigned.

    Key responsibilities :

  • Work experience as a Team Lead for Minimum 2 3 Years.
  • IT Qualifications .
  • MCSE & CCNA certification preferred.
  • 4 - 5 years directly related work experience in a technical support position Windows XP, Microsoft Office 2003 or later (2007 preferred), Internet Explorer and business applications in a business environment.
  • Knowledge of multiple desktop programs, configuration and debugging techniques.
  • Strong work ethic, detail oriented as well as excellent oral and written communication skills.
  • Sound problem resolution, judgment and decision-making.
  • Ability to lift and move equipment weighing 30-40lbs.
  • Experience supporting Windows XP, Microsoft Office 2003,20007, 2010 or later, Outlook in and Exchange Environment, Internet Explorer, basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
  • Experience with TCP / IP and general networking issues.
  • Strong interpersonal and organization skills, successful in working both independently and in a team environment.
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