Tiffany & Co.

  • IT Support Analyst - Level 2

    Location 地點 HK-Island East
    Req # 申請號碼
    34432
    Category 種類
    Information Technology
  • Overview

    IT Support Analyst - Level 2 is responsible for advanced troubleshooting of incidents assigned from Level 1 Support team.  Troubleshoot and remediate hardware and software systems.  Evaluate and prioritize incidents based on priority and urgency.  Must have knowledge of commonly-used concepts, practices, and procedures within IT Service Delivery. Will be required to create detailed documentation on steps taken to identify and remediate root cause within an ITIL compliant ticketing system.   

    Responsibilities

    • Analyze, diagnose and resolution of incident tickets assigned from Level 1 Support and other IT teams
    • Coordination and escalation of incidents with other IT teams and Managed Services business partners.
    • Creation of Knowledge Management management articles.  Working in conjunction with Level 1 Support and Support Management teams.
    • Collaboration with Support Management team to resolve more complex incidents and creation of Problem tickets and known errors.

    Qualifications

    Required:

    • Bachelor’s degree, preferably in an IT related field and/or relevant experience
    • Excellent command of Cantonese, English and Mandarin
    • Minimum of 4 to 6 years equivalent job related experience with relevant technology 
    • Must have knowledge of commonly-used concepts, practices, and procedures within IT service delivery
    • Working knowledge of Microsoft operating systems and applications
    • Excellent customer service and communication skills to work effectively with clients and vendors
    • Strong analytical and problem solving skills
    • Written and verbal communication skills
    • Excellent technical documentation skills
    • Ability to respond to outages during non-traditional work hours to support business needs
    • Candidates with less experience will be considered for the IT Service Center Specialist position

    Preferred:

    • Ability to speak/write Korean

     

     

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