Service Support Officer
Sylvia Master Limited
Sai Kung, Hong Kong
source :

Job Purpose : An experienced professional who maintain the network & system and services stability within all NTTCA 24 x 7 Data Centers in HK, to provide technical support of day-to-day operation and perform remedial actions with maximum efficiency and meeting our customer SLAs.


Operation Management

1. Provide 24 x 7 monitoring service and technical support service of computer applications, hardware, software, networking, telecommunication systems and infrastructure IT support to ensure continuous availability and high stability (Responsible)

2. Resolve daily service, operational, administrative tasks and perform initial analysts, diagnosis, isolation as well as problem resolving (Responsible)

3. Keep track of incident tickets updated and follow-up with relevant support teams in accordance within the defined SLAs (Support)

4. Coordinate with vendors efficiently for delivery of services and equipment according to contracts (Responsible)

5.To implement configuration changes and perform fine-tuning on system and networking. (Support)

KPI / SLA Management

1. Perform as per department / team (Support) and individual (Responsible) KPI

2. Ensure SLA achievement (Support)


1. Delivery of operation reports, management report and customer report (Support)


Diploma holder of Computer Studies, Information / Electronics Engineering or related discipline.

MCP / MCSE / CCNA / CCNP certificated holders is an advantage

  • Specialized Knowledge : -
  • Understanding of LAN / WAN, TCP / IP networking, DNS, VPN, firewall router and switch.
  • Web hosting, domain name, email system and alarm monitoring / NOC is preferred
  • Skills : -
  • Willing to work on 24x7 shift duty; Team Player; Highly self-motivated; Ownership taker; Passionate; Communication skill;
  • Able to work under pressure; Able to work independently with minimum supervision; Able to managing multiple priorities; Open minded;
  • Can-do’ mindset; Positive thinking;
  • Experience

  • Minimum 1 years relevant experience in IT service provider / Telecom or Internet industry
  • Hands-on experience on Intel-base, Linux, email system and various Industrial network equipment; such as Cisco, Juniper, Fortigate, Trend Mirco, etc.
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