Production Support Engineer, Hong Kong
Hogarth
Hong Kong
2天前

Hogarth Worldwide is the world’s leading creative content production company. Born to make the best work brilliantly, we combine craft, insight and technology to bring creative work to life for many of the world’s most famous brands.

A Hybrid working model

Once offices are fully open we will be moving to a hybrid working model, which will allow our employees to split their time between the office and other locations, something we hope will provide everyone much more flexibility to their working week.

The expectation is that working life at Hogarth will involve working from the office for about 50% of the time for most people.

Please speak to the Talent Acquisition team to find out more information.

What does a Production Support Engineer do at Hogarth?

The primary function of the Production Support Engineer is to support production users and workstations, maintaining and troubleshooting systems as required, with the aim of providing a stable and fully functioning production environment, either onsite or remotely.

Additionally, provide first line support for Hogarth staff and clients that utilise Hogarth's applications, ensuring concise and accurate logging and management of all incidents and requests reported to the online service desk.

Ensure tickets are resolved to the highest quality within agreed service levels whilst meeting customer expectations. Resolve first line issues and use the appropriate escalation channels if unable to provide a fix.

Reporting lines and key stakeholders

This role reports to the Regional Technology Director (Asia Pacific). You will work closely with all departments across Hogarth Asia Pacific.

Requirements

  • Deploy and maintain new workstations
  • Provide technical support for desktop issues
  • Support VIP members of Hogarth
  • Assist users in the Joint Ventures, liaising with IBM Deskside support at Hogarth to ensure the site is fully supported
  • Document and update documentation on standard procedures
  • Escalate and formally report faults to specialist engineers (including third party support when required)
  • Working with standard application suites and custom workflow tools at Hogarth (detailed below)
  • Maintain meeting rooms’ A / V equipment
  • Technical support for in-house agency facilities
  • Adobe Creative Cloud and Microsoft Office support
  • Monitor service management system activity and log / acknowledge incidents and service requests, allocating appropriate category and priority definitions
  • Respond against defined Service Level Agreements and Key Performance Indicators and ensure that appropriate and timely responses are provided
  • Complete first line investigation and diagnosis, updating incident records as necessary
  • Carry out, and report on daily system health checks for all supported applications
  • Triage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary
  • Resolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution
  • Participate in major incident events, adhering to defined best practice
  • Review incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems
  • Maintain the Knowledge Base, updating documentation where appropriate
  • Weekend on-call coverage rota for Major Incidents (P1’s and P2’s)
  • Essential Experience & Skills Required

  • Good experience of macOS support
  • Effective problem solving, able to recognise root causes and identify ways to overcome them
  • Good working knowledge of Adobe Creative Cloud
  • Quick learning skills with information retention and a good technical aptitude / ability
  • Confidence to deal professionally with staff at all levels in the organisation
  • Service focused "can-do" attitude
  • Excellent administration and organisation skills
  • Excellent communication, interpersonal, team working and multi-task management skills along with time management
  • Self-motivated with the ability to work autonomously but also to contribute as a team player
  • LI-JY

    Diversity and Inclusion

    Hogarth is committed to diversity and inclusion, through our ideas, our people, how we behave and conduct ourselves. Creating a truly inclusive culture at all levels of the organisation that encourages different points of view, making Hogarth not only a better company and place to work but an environment where everyone experiences connection, opportunity and a sense of belonging.

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