The Assistant Manager, Technical Support is responsible for the day-to-day operation of the organization’s computer systems and network, ensuring 24 / 7 operation of systems and when problems arise, effecting quick and permanent solutions.
Main Responsibilities :
Responsible for the design, analysis, implementation and ongoing operation / maintenance support of IT infrastructure system and related tasks
Ensure the healthiness of capacity monitoring system and able to provide relevant information for system owner to review the capacity planning
Reviews and monitors the support life-span of hardware and software application, etc. and inform the corresponding party immediately if they are going out of support
Provides technical support to assist system developer (SD) to solve system technical problems
Leads different infrastructure-related project and ensure to meet the organizational goals and adhering to approved budgets
Leads and performs system disaster recovery drill. Prepare and maintain related operational procedure and drill reports
Provides technical support on Virtualization platform, Windows and Linux system include upgrade and patching
Provides technical support on Microsoft Exchange and VMware airwatch
Provides support on SAN storage and Data backup
Manages vendor performance; ensure their service to meet the Service Level Agreement. Having regular review to follow up issues and improve any other areas if possible, such as Incident Management.
Review yearly maintenance contract so that all hardware, software and vendor services are covered in warranty period
Job Requirements :
Bachelor’s Degree holder in Computer Science or related disciplines
Minimum of 10-year in a customer service / technical support field with direct customer contact
Self-motivated individual with the ability to take ownership of the assigned responsibilities and bring to completion with minimal direct supervision
Must have strong attention to detail, analytical, problem solving skills and organizational skills
Ability to prioritize, multitask and follow established procedures to attain positive results while resolving customer issues
Good communication skills and the ability to work well with people at all levels are essential; must be able to work quickly and methodically
Technical skills and experience on Windows and Linux Platform; Database such as SQL, DB2 and Oracle; Storage solution such as SAN / NAS, Server virtualization such as VMware and Hyper-V, Avaya, F5 and Cisco network.
Patching such as SCCM, Collaboration tools such as MS Exchange, VMware Airwatch
Language skills for spoken and written communications Cantonese, English and Mandarin