Manager, Technical Support
Dah Sing Bank
Hong Kong, HK

Job Purpose :

The Manager, Technical Support is responsible for the day-to-day operation of the organization’s computer systems and network, ensuring / 7 operation of systems and when problems arise, effecting quick and permanent solutions

Key Role and 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 report
  • Provides technical support on traditional PABX, IP PABX and Voice Recording system. Design and enhance the functionalities of IP PABX system to fulfil business user requirements and DR requirements
  • 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 in Computer Science or -related
  • Minimum of -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
  • Language skills for spoken and written communications Cantonese, English and Mandarin
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