Eximius was founded in 2008 to supply expert talent to the financial services, corporate services and legal sectors. Our approach has allowed us to enjoy superior market performance since inception. Today we are an established specialist search and selection firm, supporting an enviable client list across...

Eximius was founded in 2008 to supply expert talent to the financial services, corporate services and legal sectors. Our approach has allowed us to enjoy superior market performance since inception.

Today we are an established specialist search and selection firm, supporting an enviable client list across the globe. We operate from our offices in the UK and Hong Kong, enabling global mobilisation for our clients and candidates.

IT Help Desk Support/Analyst | Law Firm or Pro Firm Exp | Good Communicator | 30K - 35K per month

Job level Middle
Work exp Minimum 2 Years
Education Bachelor Degree
Location
Hong Kong Island
Employment type Full Time
Industry HR / Recruitment Services / Personnel Agency
Job function Information Technology > IT Management
Information Technology > Network / System Admin
Legal / Professional Services > Legal & Compliance
Published On 03/05/2019

Key Responsibilities

  • Serve as a point of contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
  • Accurately diagnose customer technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
  • Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
  • Clearly and thoroughly document requests for assistance in our ticket management system (Remedy), and track incidents through to resolution/escalation (per guidelines).
  • Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to department leaders in a timely manner
  • Identify and document internal network and phone system issues, and communicate the information to the appropriate personnel
  • Keep up-to-date with scheduled training (KB articles, ticket review, Internet and classroom training, etc.), make use of downtime for additional review, and communicate any requests for further training
  • Assist Corporate IT with adds, moves, and changes and break/fix issues
  • Provide proactive information to Corporate IT to assist with continuous improvement efforts
  • Work on IT projects as needed
  • Further develop training skills when proven capable
  • Provide IT support to online meetings and firm’s events 

 

Qualifications

  • Degree in technical or business subject or equivalent technical or business experience
  • Minimum of 2 years’ experience in a technical service-related field with support experience in various products, operating systems and MS applications (Windows 7/10, MS Office 2013, and others) as well as Mac OS
  • Good knowledge in hardware (PC/Laptop/Printers & Scanners/Monitors/Mobile devices)
  • Experience with remote access, including Citrix, Remote Terminal Services and VPNs
  • Technical or Industry Certification (Microsoft, HDI)
  • Good knowledge in Windows operating system and Active Directory with experience of multi-site environment
  • Basic knowledge of software patching/deployment tools
  • Basic knowledge of mobile device management tool (MDM) i.e. MobileIron is an advantage
  • Experience in the legal environment with exposure to legal applications i.e. document management systems (Hummingbird DM 10.0 is an advantage), Carpe Diem and Elite will be an advantage
  • Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups
  • Multi-lingual capabilities: English, Mandarin, Cantonese