ANS Services Supervisor
TKO, Hong Kong

Key Roles and Responsibilities :

Ensure that assigned infrastructure at the client site is configured, installed, tested and operational

Perform necessary checks, apply monitoring tools and respond to alerts

Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail

Assist in analysing, assigning and escalating support calls

Investigate third line support calls assigned and identify the root cause of incidents and problems

Report and escalate issues to 3rd party vendors if necessary

Provide onsite technical support to clients and provide field engineering services to clients

Conduct monthly random review of incidents and service requests, analyse and recommend improvement in quality

Provide continuous feedback to clients and affected parties and update all systems and / or portals as prescribed by NTT

Proactively identify opportunities for work optimisation including opportunities for automation of workRequired Experience :

Solid years of work experience

Solid experience required in in Engineering function within a medium to large ICT organisation

Solid experience of Managed Services

Excellent working knowledge of ITIL processes

Excellent experience working with vendors and / or 3rd parties What will make you a good fit for the role? Academic Qualifications

Advanced diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)Advantageous Certifications :

Up to date and relevant ITIL certification

Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R / S)

Cisco Certified Network Professional - Wireless (CCNP-W)

Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)


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