Cantonese IT Service Desk

• Provide IT Infrastructure support and service to all users in English and Chinese as well as provide technical assistance for the team in areas of Password resets, incident management & request fulfillment in service areas of Client machine & OS, Exchange online & O365, Voice, Data Network, Servers & Asset management.
• Higher IT-Support responsibilities like executive support, attending global calls/ requests effectively for IT-Helpdesk. 2nd level support for client issues including printing issues, desktop issues, voice infrastructure issues, etc. Troubleshoot and identify problems suggest solutions, and/or determine escalation path with team and support areas. Be cognizant of the overall IT Infrastructure coverage needs. Be proactive and flexible in assisting where needed. Provide accurate and complete ticket information, escalate appropriately, and respond to severity levels with effective & timely customer communication.
• Monitoring and carrying out maintenance activities of hardware/ software/ network/ AV/ server environment, vendor coordination including Asset management, allocation, deployment, and tracking for Audit purposes. Provide technical & operational support and ticket escalations for client support issues, ensuring solutions are operational and efficient to support business requirements. Deliver clear, concise business requirements and system documentation. Provide break-fix support & keep standby/loaner hardware for urgent needs.
• Actively highlighting, and reporting any additional IT Infrastructure needs which also includes creating documentation for current and new troubleshooting scenarios. Get involved with process improvement and development geared towards gaining efficiency and standardization across the team and department. Perform other job-related duties and special projects as required. Keep informed on shared services system and application changes and show proficiency in supporting them. Provide substantial effort to understand and support one-off and non-standard applications.
• The person should provide technical support on systems configuration across the Network, IT asset Management, WSS, and Service Desk platforms.
• Build strong relationships within BU, PGS & other infrastructure teams
• Ability to diagnose and resolve technological issues and escalate to PGS and HO teams for technical solutions.
• Identify Technical Risks and discuss with Leaders for contingency.
• Demonstrate ability to effectively resolve endpoint, AV, and Network troubleshooting.
• Provide support as per defined standard operating procedure documents.
• Support employee business activity functions and equipment. (excludes non-business functions and equipment i.e. doctor, dentist, Gym, lighting, games rooms, etc (Non IT equipment).
• The engineer will primarily be available for walk-up/ SDX.

• Fluent in English and Cantonese
• At least 2 years experience in technical support (can be BPO but preference is service desk type of work)
• Amenable to work in a 24x7 schedule, mid-shift
• Onsite setup for the first 3 months (and will then transition to hybrid setup)
• Willing to be assigned in McKinley, Taguig
• Can start immediately

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