Support Engineer, Information Technology

Support Engineer, Information Technology

Office       Hong Kong

Division   Group IT


Key Responsibilities

The purpose of this role is to plan and execute IT service delivery and technical management, in line with Vistra guidelines, procedures and business requirements, in order to contribute to the optimal qualitative availability and performance of IT systems.

Incidents, Service Requests & Problems

  • Working within the IT team providing first and second line support which spans offices in multiple jurisdictions and time zones
  • Completion of IT operational tasks (daily/ weekly/ monthly/ yearly) by providing reliable IT services and systems contribution to business continuity
  • Manage customer expectations by providing support in solving problems and execute resolution of all incident and problem enquiries within agreed service levels
  • Ensure IT security is at the forefront of all delivery, minimising any potential risk of data loss from the organisation
  • Ensure continuity in service provision and restore required service in case of disruption

Monitoring & Maintenance

  • Monitor performance of appointed systems and take suitable actions to ensure maximum availability and uptime of systems running on hardware
  • Ensure that all systems are fully backed-up and resilient and that data is stored securely in line with IT security requirements
  • To assist with IT BCP (Business Continuity Plan) testing
  • Assist when necessary with the implementation of IT strategy across the group and in agreement with the Executive Committee
  • Following acquisitions assist when necessary the project team with the integration
  • Management of key hardware, including PC’s, servers, printers, multi-function devices, mobile devices, telephone and fax equipment

Partner Engagement

  • Work with suppliers and third parties in delivery of services and projects, adhering to IT security requirements to provide seamless customer experience
  • Monitor and command partner performance according to SLAs and agreements

Others

  • Uphold Vistra’s values by promoting a culture of professionalism and teamwork
  • Have an understanding of Vistra’s overall vision and direction to deliver value adding IT services to Vistra
  • Seek continuous improvement and/or optimisation opportunities in the delivery of IT services to Vistra
  • Handle any ad hoc duties as assigned


Qualifications and other requirements

The successful candidate should possess the following:

  • 3-5 years working experience in business focused IT environment
  • Experience in IT support across various  jurisdictions is highly preferred
  • Experience with Anti-Virus and endpoint security solution(s) - for example McAfee solution
  • End user mobile support (iPhone/ Android)
  • Experience with Backup administration
  • PC / Server Hardware support experience
  • Minimum Advanced Diploma holder in related disciplines
  • Qualifications in MS Solutions is highly advantageous
  • Excellent problem solving and technical troubleshooting skills
  • Good communication skill with professional telephone manner
  • Be proactive and able to answer enquires responsively
  • Good knowledge of Citrix administration skill and Microsoft solutions, including Windows OS, Office Suite, Active Directory and Exchange
  • Basic knowledge of networking and server
  • Knowledge in mobile device, particularly with ActiveSync and Blackberry Enterprise Servers
  • Ability to manage the relation with multiple groups of stakeholders on a tactical level
  • Ability to operate variety of IT process and services
  • Aptitude to determine how to realise own objectives according to general policies and procedures
  • Has good knowledge of all business process including relation to own discipline and anticipates on consequence 
  • Fluent in written and oral English with a good command of Chinese (Cantonese and Mandarin)

Hong Kong

Vistra (Hong Kong) Limited, 19/F, Lee Garden One, 33 Hysan Avenue, Causeway Bay, Hong Kong
+852 2521 3661
+852 2845 9198

How to apply

If you meet the requirements, please send your detailed CV (English) to;

Celestina Cheung
recruitment.hk@vistra.com
+852 2848 0201

Candidate Privacy Notice