Technical Engineer – Client Center Support Specialist
Axiom Technologies
Hong Kong, Hong Kong
4d ago

Axiom Technologies was founded in 2014 as a strategic partner to work closely with System Integrators globally. Our goal is to ensure the success of our client’s businesses with ideas built on experience.

We work with our customers closely to deliver solutions as one team throughout the transition, implementation followed by BAU.

With continuous client contact through every phase of our Services Delivery Architecture, we ensure that we are meeting their needs and exceeding their expectations.

The spirit of Axiom Technologies is the core of Axiom Technologies. These are our Values. It is about who we are. It is our character.

A leading Australian IT services and solutions provider, Axiom Technologies is focused on helping customers solve complex business challenges using innovative technology solutions.

We help our clients with Managed IT outsourcing, Procurement Services, Global Infrastructure Maintenance Hardware Support (AMC) & Resource fulfilment helping them with their deliverables.

Axiom Technologies combines the power of a domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem.

The Role

  • This is an L1 support specialist role based at client's office
  • A support specialist with 1 2 years’ experience within a desktop / helpdesk environment who demonstrates high levels of customer care and behavior at all times.
  • Proven technical ability in supporting software and / or hardware within a comparable service / outsourced environment under SLA / SLO conditions.
  • With demonstrable experience of working in a pressurized environment to tight timescales, they will provide specialist technical support to customer clients in accordance with SLA / OLA definitions.
  • The job role entails the provision of support to the external customer-facing Customer Support Centre in the provision of Secure-ID authentication tokens and providing support to the Back Office 3rd line support team to assist with low-level technical activities
  • Demonstrate high levels of customer care behaviors at all times and adopt an approach that shows a consistent commitment to providing a customer-focused quality service
  • Manage workload to ensure that assigned activities are completed within defined SLA / OLA
  • Identify ways of improving productivity and lowering costs that provides enhanced service value for Customer and / or cost savings for Atos
  • Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results
  • Capture regular feedback regarding issues escalated to the Client Support team
  • Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to
  • Work in partnership with global management to ensure processes and procedures are relevant and effective
  • Ensure product knowledge is kept up to date in order to support continuous improvement initiatives
  • Effectively use and manage Service Now to handle and update tickets
  • Administer Secure-ID authentication tokens to both internal and external customers and deal with any queries arising approximately 50% of the time
  • Low-level technical assistance to 3rd line support team approximately 50% of the time
  • Work across lines of service to ensure a coordinated approach to providing support for the customer
  • Cooperate with other deskside support teams and 3rd parties to ensure all services are delivered within service level targets and according to best practice
  • Actively build and develop excellent working relationships with all members of the team to ensure a professional approach to day-to-day activities
  • Support colleagues by sharing knowledge and assisting them in the successful delivery of common objectives
  • Identify ways of improving productivity and lowering costs which provide enhanced service value for accounts and business areas
  • Ideal Profile

    IT Skills & Experience :

  • Solid understanding of PC hardware / peripherals
  • Exposure to mobile OS such as Apple iOS and Google Android
  • Good working knowledge and IT experience supporting Microsoft Windows configuration, desktop administration, Microsoft Office suite
  • Basic understanding of network and server-side infrastructure
  • Experience in delivering superior customer service experience
  • Experience in financial / banking environment, trading floor and market data applications support is an advantage
  • Project execution exposure is an advantage
  • Experience using a help desk call management system
  • Knowledge of HTML / Web Technologies
  • Knowledge of Microsoft Windows OS
  • Understanding of Web browser technology (IE, Firefox, Chrome etc.)
  • Ability to make sound decisions following approved procedures in a fast-paced environment
  • Ability to effectively manage multiple tasks occurring simultaneously
  • Ability to work independently with little supervision
  • Excellent communication, interpersonal and customer care skills
  • Ability to work well under pressure and to tight timescales
  • An understanding of ITIL Service Support and Delivery disciplines and methodologies
  • Experience in a similar role :

  • 2+ Years of experience
  • English & Chinese (Mandarin / Cantonese) : Advanced Level strong verbal, listening, reading & written communication experience
  • What's on Offer?

  • Work within a company with a solid track record of success
  • Work alongside & learn from best in class talent
  • Leadership Role
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