Hong Kong Job Openings
ASSA ABLOY
Support Technician (1-year Contract)
Kowloon Bay
CONTRACT
September 18, 2024
- Support L1 & L2 user issues remotely (using provided remote connection tools) as well as on-site, our high-profile IT Application systems, hardware, and peripherals making sure that SLAs are respected.
- Respond to all requests for service in a timely manner.
- Respond to calls and emails from customers and service providers promptly.
- Monitor systems as a means of incident prevention as well as to make sure we have maximum uptime.
- Manage customer requests and prioritize incidents, including escalation of Major Incidents to the Incident Manager.
- Follow the incident management process as per ITIL framework, through the HID Service Management Tool
- Ensure all tickets are updated with the latest information and that root cause and resolution are documented properly.
- Escalate incidents to L3 as necessary for further investigation and resolutions, keep abreast with the investigation so that it is also a learning experience.
- Problem Management – assisting with the root cause analysis and determining both the best course of action for Restorations and Resolutions for incidents, and the resolution of problems.
- Ensure all escalations follow best practice, containing sufficient quality information for the receiving party to engage immediately.
- Knowledge Management - assisting with the generation and maintenance of all technical systems and troubleshooting documentation, such as the creation of user guides, manuals etc.
- To provide periodic reports, status updates or feedback as required and actively participate in Team Meetings.
- Other duties may be assigned as required.
- Information Technology or related Diploma/Degree
- Proficient in Microsoft Office Suite of applications, such as Word, Excel, Power Point, and Outlook.
- ITIL foundation Certification – Desirable
- 1- 2 years’ experience working in the IT sector and/or service desk.
- Experience working with 3rd party suppliers both locally and abroad.
- Experience in a high-pressured operations environment
- Experience with using an IT Service Management tool.
- Experience working with international customers - Desirable.
- Experience in adopting ITIL practices in enterprise environments - Desirable.
- Experience working internationally, collaborating with diverse cultures - Desirable.
- Experience working with Handheld devices – Desirable.
- Ability to effectively communicate in the English language, both verbally and in writing.
- Ability to effectively communicate in Cantonese.
- Ability to communicate in another international language - Desirable.
- Needs to collaborate with all areas of the business providing comprehensive but succinct information as required.
- Empowerment: We have trust in people
- Innovation: We have the courage to change
- Integrity: We stand up for what’s right
- Collaboration: Stronger together and embrace diversity
- Work from home – limited to applicable guidelines– therefore a suitable internet connection is required.
- Compliance with all relevant customer and HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, Environmental systems, and laws.
- Should be able to accommodate slight changes in working hours such as collaborative work with stakeholders in different time zones.
- Must be legally eligible to work within the role region (Hong Kong, EU, the UK, or the USA)
- Security clearance or vetting for the role region.
- Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
- Innovation: You embrace challenges and want to drive ambitious change.
- Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
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