Technical Support Manager

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Dah Sing Financial Group
  • 19 Apr 19

Technical Support Manager

Job Responsibilities:

  • Responsible for the analysis, design, and implementation and ongoing operation/maintenance of IT systems infrastructure.

  • Performs configuration management for all inter-networked LAN segments and WAN facilities with network vendor.

  • Assists in the development and maintenance of LAN environments which include internally developed and externally supplied applications.

  • Prepare and maintain the procedures and documents related to technical support tasks.

  • Leads and performs DR Drill. Prepare and maintain related operational procedure and drill reports. Provides input to the contingency planning process, and executes contingency plans.

  • Maintains the security and integrity of the inter-network of LANs and single systems.

  • Diagnoses software and hardware problems and maintain devices on the inter-network such as bridges, routers, and gateway.

  • Performs first level 7x24 problem determination, resolution and management for all customer problems in the LAN and Desktop environments, and first level support for core applications and assists customers' in their operation.

  • Performs inter-network performance management, capacity planning, including managing throughput and traffic flow.

  • Provides production system support for all database, hardware and operating system of all servers and network infrastructure including implementation, migration, troubleshoot and upgrade.

  • Interfaces with the other technical teams when participating in hardware and software upgrades and modifications, cross-system communication or when related to performance problems.

  • Prepares change requests and provides production problem support

  • Ensure the healthiness of capacity monitoring system which can provide relevant information for SD PM and users to do the capacity planning.

  • Shift work on Saturday technical support duty and IT Project works in non-office hours

  • Provides technical support on traditional PABX, IP PABX and Voice Recording system. Design and enhance the functionalities of system to fulfil business user requirements and DR requirements.

  • Assists Section Head to define workflow on IT asset management, ensure all IT hardware and software are well recorded. Provide technical advice to implement asset management system.

  • 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.

To meet the challenge, you should have the following qualifications and attributes:

  • Bachelor's Degree in Computer Science or related disciplines

  • Minimum of 6-year in technical support field

  • Ability to prioritize, multi-task and follow established procedures to attain positive results while resolving customer issues.

  • Ability to handle end users/customers with tact and patience.

  • Strong attention to detail, analytical, and problem solving skills

  • Self-motivated individual with the ability to take ownership of the assigned responsibilities under minimal direct supervision.

  • With technical skills and experience on Avaya PABX system, Windows, Unix, Oracle and SQL and supporting of SAN storage and VMware environment.

  • Good communication skills and able to work well with people at all levels

  • Strong computer, analytical, organizational skills. Must be able to work quickly and methodically.

  • Strong written and verbal communication skills in both English and Chinese (Cantonese and Mandarin)

  • Experience as a team leader in any area of IT will be considered.

Please note that only shortlisted candidates will be notified.