What Jobs are available for On Site Support in Hong Kong?

Showing 99 On Site Support jobs in Hong Kong

Senior Site Support Specialist

$40000 - $80000 Y Kroll Associates (Asia) Limited

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Job Description

Our professionals balance analytical skills, deep market insight and independence to deliver solid, defensible analysis and practical advice to our clients. As an organization, we think globally. We create transparency in an opaque world, and we encourage our people to do the same. That means when you take your place on our team, you'll discover a supportive and collaborative work environment that empowers you to excel. If you're ready to share your perspective with the world, then you can make a real impact here. This is the Kroll difference.

A true partner within the business, our IT team works globally as one cohesive unit comprised of collaborative professionals who take pride in support and customer service. Core areas include solutions delivery and application development, network operations, workforce services and information services/knowledge management.

At Kroll, your work will help protect, restore and maximize value for our clients. Join us and together we'll maximize the value of your career.

Responsibilities:

  • Provide Level 1 & 2 phone IT Technical support services, to all employees in Kroll offices. This position will be the sole IT support person in Hong Kong, and assisting with the other APAC offices, remotely, by phone, or onsite. On occasion, provide onsite IT support through site visits to other APAC offices
  • Provide technical expertise and end-user support in the areas of Microsoft Windows platform (Windows 10, 11), Microsoft Office 365 Suite, off-the-shelf applications, SCCM Remote Connectivity Platform, network/local HP and Canon printers
  • Provide onsite, phone, and remote support to all employees
  • Tenacious logging of tickets and timely resolution of first-line issues, or escalation to other support teams
  • Review incident tickets and respond to end-users appropriately and within established SLA and OLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution (FCR)
  • Ability to follow and improve ongoing Service Desk procedure documents and knowledge base
  • Provide after-hours and 'on-call' support, as necessary
  • Provide desktop/laptop break/fix/maintenance support
  • Provide support to growing mobility platform (iOS, Android and Windows based platform)
  • Troubleshoot, research and resolve escalated technical problems and incidents
  • Research new industry technologies and recommend proactive solutions within the environment
  • Act as local point-of-contact to Kroll offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed
  • Troubleshooting of local and network HP printers and Canon/Uniflow scanner function
  • Working knowledge of internal applications such as MS Dynamics, SalesForce
  • Ability to work on project work and meet timelines as necessary while providing daily operation.
  • Minor after-hours and weekend work will be required
  • Minor traveling to regional offices may be required
  • Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process

Requirements:
- A Bachelor's degree holder in a relevant discipline
- MCAS, A+ and ITIL certifications are a plus
- Previous experience in an Information Technology function is preferred
- Ability to communicate and to interact effectively with co-workers and customers is required
- Experience of working in an ITIL based Service Desk
- Ability to communicate effectively both orally, and in correct grammar writing, via weekly reports
- Fluent in speaking, writing, and reading, English language
- An active interest and passion for IT, besides regular office hours
- Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly
- Flexibility to schedule to cover all supported shifts within the office
- Experience with creating standards and documentation
- Extensive knowledge and experience with Windows based technologies including:

Windows OS 10, 11

Hardware platforms including HP

Microsoft Back Office Applications such as Azure AD, Exchange, End point management, and Terminal server

Outstanding troubleshooting skills in WAN/LAN/Desktop situations

Remote Connectivity tools such as SCCM

Microsoft Office Suite 365

Intune Mobile Device Management knowledge and troubleshooting of Intune Company portal

Cisco Call manager and Cisco Unity Voicemail

Working knowledge of ITSM ticketing system, preferably ServiceNOW

PC imaging via SCCM, and creating boot utilities

  • Ability to work both independently or as part of a project group, with time constraints.
  • Strongly customer service oriented; organizational and communication skills, can-do attitude

About Kroll

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients' value? Your journey begins with Kroll.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

In order to be considered for a position, you must formally apply via

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On-Site Airline Support Specialist

$40000 - $80000 Y Accommodations Plus International

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Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API's propriety technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients, then API may be a great fit for you

Summary

The On-site Airline Support Specialist will support our airline client overnight, located onsite at the client's office.

The On-site Airline Support Specialist is the primary point of contact for both the client and vendor regarding API's operations. In this role, the On-site Airline Support Specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and sometimes directly with the crew. Maintaining a strong focus on providing the best customer service at all times. This includes internal collaboration within the airline and API, as well as communication with external parties to ensure that operational challenges are resolved promptly and seamlessly. The initial steps will require manual detail proficiency:

  • Transmitting monthly schedules to the hotels and ground transportation suppliers
  • Update and transmit daily changes to the hotels and ground transportation suppliers
  • Communication with the hotels and ground transportation suppliers during day-of-ops for immediate changes
  • Book overflow room as required at non-contracted hotels
  • Interrogating the airline's crew management system (CMS) to identify existing reservations and update new reservations
  • Receiving calls from crew members to verify their hotel details and chase delayed ground transport

We will train you on our work policies, procedures, and the ACES system to get you delivering Ops support. You will then address client needs and provide solutions with the support of your API colleagues. Your follow-up on client requests is key to Client satisfaction, ensuring you always resolve a request as well as process and prioritise all client requests. You will build and maintain business relationships with clients by providing a great customer experience.

The On-site Airline Support Specialist provides total customer service, including but not limited to the following:

Effectively use all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations. Adapt to the situation at hand, e.g., (IROP) or (other), to accommodate needs created due to the changing dynamics of airline schedules or unforeseen situations.

  • Provides support, guidance, and training, working as the on-site liaison with the airline partner.
  • Processes client requests received from the airline through the API Operations system. Assesses all customer needs. Responds in a prompt, well-informed, accurate, and professional manner.
  • Follows up on all client requests and transactions. All tasks must be fully executed, and client satisfaction is critical.
  • Alerts supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
  • Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
  • Resolves client disagreements calmly and professionally. Researches and presents solutions to satisfy client needs based on facts.
  • Effectively utilizes all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations.
  • Adapts to the situation at hand, e.g., Irregular Operations (IROP) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on the official "On Call Roster" when needed outside of regular working hours.
  • Maintains knowledge of API's call centre work methodology and reservation systems that will best serve API's clients most efficiently and professionally.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

  • Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment.
  • Solutions-oriented professional with a strong client focus.
  • Detail-oriented with great organisational skills.
  • High problem-solving agility.
  • Excellent interpersonal and negotiation skills.
  • Process management.
  • Excellent written and verbal communication proficiency.

Required Skills, Education and Experience

  • You will have one to two years' experience in the hotel/travel industry. Experience in the airline industry is a definite plus: airline crew/ scheduling and/or crew planning.
  • Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions preferred but not required.
  • Possess outstanding relationship management and customer service skills.
  • Knowledge of Hotels as a product: hotel chains, categories, and locations.
  • Knowledge of Ground Transportation reservations.
  • Track record of delivering to deadlines.
  • Track record of operating successfully in a dynamic role.
  • The ability to prioritise work provided by others in terms of importance is imperative to this position.
  • Demonstrate strong communication skills, including active listening.
  • Strong computer skills: Excel, Word, Outlook, and Teams are required.

Position Type and Expected Hours of Work

Unless stated otherwise, this is a permanent full-time position on a rostered 4-day on, 3-day off rotating schedule.

Travel Requirements

This position may require some travel, approximately 2-15 days per year.

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User Support - On-site Technical Support (Cantonese speaker) - Hong Kong

Hong Kong, Hong Kong Bloomberg

Posted 5 days ago

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Job Description

User Support - On-site Technical Support (Cantonese speaker) - Hong Kong
Location
Hong Kong
Business Area
Sales and Client Service
Ref #

**Description & Requirements**
Bloomberg is a global leader in business and financial information, news and insight, and we use innovative technology to deliver trusted data and bring transparency to the financial markets. Our customers around the globe rely on us for the information and tools they need to make critical investment decisions and remain connected across all sides of the financial community. And, to ensure the best experience for our 26,000+ employees across more than 150 locations around the world, we provide the spaces and systems that allow our teams to work together with agility, productivity and collaboration, no matter where they are.
Our Bloomberg On-Site Support (BOS) teams work with urgency to provide 24/7 on-site technical solutions to Bloomberg's internal and external customers in more than 75 countries. Our customers rely on our technology and the support that we provide to be able to do their jobs in a dynamic, demanding, technology-focused environment. The team are all highly skilled specialists who are able to assist with all Bloomberg hardware (PCs, biometric devices, routers), software and networking infrastructure. We are a one-stop shop of on-site support and do not leave until the job is done.
**What's the role?**
You operate as a Technical Support Associate when you are on-site and make valuable contributions to our customers because of your expertise within Bloomberg working closely with other Enterprise Technology teams. You pride yourself in offering top-notch customer solution-focused service by being able to understand and pre-empt needs as well as deliver personal, on-the-ground value, and assistance spotting gaps and implementing changes. You are the calm voice and cool head in a fast-paced environment, but you understand urgency, work hard, have commercial acumen and are customer service driven. Our customers internally and externally count on you daily. Our team is tight, but our culture is wide open, just like our spaces. We challenge and support each other.
**We'll trust you to:**
+ Flexibly support internal and external customer technical needs to resolution
+ Troubleshoot technical issues (desktop, network connectivity, etc.) both in the customer's environment (onsite) as well as remotely
+ Deliver an extraordinary level of customer service under pressure, whilst maintaining focus on solving the issue
+ Accurately detail fixing steps and resolutions using our proprietary ticketing system
**You'll need to have:**
+ 5+ years IT support experience at a large enterprise, with demonstrated experience in PC hardware/software and networking (Windows OS, LAN/WAN, TCP/IP, routers, etc.).
+ 5+ years of data center operations experience including mounting and dismantling devices (servers, network gear), structured cabling and patching.
+ Demonstrated experience coordinating technical projects or installations, including office moves, equipment roll-outs, or upgrade deployments.
+ Excellent interpersonal and customer-facing skills
+ Strong communication skills in English and Cantonese
+ Willingness to travel to customer sites to provide onsite support as needed
+ Flexible coverage schedule to accommodate occasional evening, weekend work (time off in lieu)
**We'd love to see:**
+ Programming knowledge
**If this sounds like you:**
Apply if you think we're a good match. We'll get in touch to let you know what the next steps are, but in the meantime feel free to have a look at this: Bloomberg?**
We're individuals with diverse backgrounds, talents, and experiences who take on big challenges and create even bigger impact through our work. We're interested in what makes you you, and how we can create opportunities for you to channel your unique, personal energy and grow to your fullest potential.
Learn more about our office and benefits:
Discover what makes Bloomberg unique - watch our for an inside look at our culture, values, and the people behind our success.
Bloomberg is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law.
Bloomberg is a disability inclusive employer. Please let us know if you require any reasonable adjustments to be made for the recruitment process. If you would prefer to discuss this confidentially, please email
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Field Support Engineer

$540000 - $720000 Y Electronic Business Solutions Limited

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Job Description

Founded in 1985, Electronic Business Solutions Limited (EBS), is a leading IT company dedicated to provide integrated, tailored and comprehensive IT services and solutions to various clients, notably from the Government, education institutions and business sectors etc.

We are navigating a rapid expansion, and seeking for all-rounded, enthusiastic and skillful talents, to join us as the Field Support Engineer.

Benefit Highlights:

  • 5-day work week;
  • days annual leave entitlement;
  • Birthday leave;
  • Competitive Remuneration Package;
  • Comprehensive medical insurance plan;
  • Fruitful journey in IT industry with great career exposure;
  • Work-life balance;
  • Stable, positive and supportive working environment.

Job Description

We are seeking a highly skilled and motivated Field Support Engineer to work with a team of 3 field support engineers. The ideal candidate will have a strong technical background in troubleshooting and resolving both hardware and software issues related to PCs, printers, and other IT equipment. With 1 to 3 years of hands-on experience, the Engineer will deliver exceptional on-site technical support to our clients while maintaining high standards of service quality and efficiency.

Key Responsibilities

1. Technical Support:

- Diagnose and resolve hardware and software issues for PCs, printers, and related peripherals.

- Install, configure, and maintain IT equipment and software applications.

- Provide on-site and remote support to clients as needed.

2. Client Relationship Management:

- Act as the primary point of contact for escalated technical issues.

- Ensure client satisfaction by delivering prompt and effective solutions.

- Build and maintain strong relationships with clients through clear communication and professionalism.

3. Operational Efficiency:

- Develop and implement best practices for field support operations.

- Monitor team performance metrics and ensure adherence to service level agreements (SLAs).

- Maintain accurate records of service requests, resolutions, and inventory.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or a related field.

  • 1-3 years of experience in IT support, with a focus on hardware and software troubleshooting.

  • Proven experience in managing or supervising a technical team.

  • Strong knowledge of PC and printer hardware, operating systems, and software applications.

  • Excellent problem-solving skills and the ability to work under pressure.

  • Outstanding communication and interpersonal skills.

  • Willingness to travel to client sites as needed.

Preferred Skills

  • Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.

  • Experience with network troubleshooting and basic IT infrastructure.

  • Familiarity with ticketing systems and remote support tools.

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Field Support Engineer

$30000 - $90000 Y Roctec Technology Limited

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Job Description

Company Description
Roctec Technology is a leading solution provider and systems supplier in Hong Kong. We have over 30 years of experience in implementation of large-scale data communications, multimedia and IT projects. Our business covers government departments, public infrastructure, transportation systems and large enterprises in Hong Kong and Asia.

To cope with our business grown, we are seeking for high caliber candidates for the following positions:

Job Description
Requirements:

  • Responsible for on-site support, troubleshooting, and maintenance of customer-related systems;
  • Maintenance of PC/LAN/electronic/electrical/computer/communication systems or any ELV systems;
  • Work on railway communication systems.

Qualifications

  • Fresh grads are welcome;
  • 1 year of experience is a plus;
  • Good command of Cantonese;
  • Proficient in reading and writing Chinese;
  • Knowledge of electrical repairs; Basic computer operation skills;
  • Immediate availability/Experience in railway communication systems is preferred;
  • Good communication skills;
  • Ability to work independently and with motivation.

Benefits
Overtime allowance, 11 days of annual leave, bank holidays, performance-based bonus, on-the-job training, medical benefits, and 1-day birthday leave; Monday to Friday: 9:00 AM to 5:30 PM, and Saturday: 9:00 AM -5:30/ PM3:00 PM to 11:00 PM; 6-day workweek, 8-8.5 hours per day, special allowance are given for holiday works.

Roctec Technology Ltd offers you a bank holiday, medical benefits, annual leave, special allowance, performance bonus, study sponsorship scheme. Special leaves for Birthday, Marriage, Paternity, etc. excellent career prospects & attractive remuneration to the right candidate.

You will enjoy our work atmosphere with friendly work environment, casual dress code, free fruits, free drink and birthday party for you.

We offer a competitive remuneration package, career advancement opportunities and good fringe benefits to the right candidate.

Interested applicants, please apply by sending full resume with availability, present and expected salary, contact no. to us, please click Apply Now.

Personal data collected will be used for recruitment purposes only

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Field Support Engineer

$40000 - $60000 Y Roctec Technology Limited

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Job Description

Company Description
Roctec Technology Limited (鷹達科技有限公司), founded in 1987 in Hong Kong, is a well-established system integrator and solution developer experienced in implementing large-scale data communications, multimedia display, and network integrating projects across Hong Kong, Thailand, Singapore, and other Asian countries. As a direct partner and distributor of major networking and cabling equipment vendors, Roctec provides total data networking infrastructure & cyber security solutions and delivers communications systems for government, public utilities, enterprises, and higher education sectors. With a mission to provide the best solutions, innovative technologies, and professional services to benefit our clients.

Responsibilities
Job Description:

  • On-site support, troubleshooting, and maintenance of customer-related systems;
  • Maintenance of PC/LAN/electronic/electrical/computer/communication systems or any ELV systems;
  • Railway communication system work.

Requirements

  • Fresh grad are welcome;
  • 1-2 years of experience is a plus;
  • Good command of Cantonese;
  • Proficient in reading and writing Chinese;
  • Knowledge of electrical repairs;
  • Basic computer operation skills;
  • Immediate availability/Experience in railway communication systems is preferred;
  • Good communication skills;
  • Ability to work independently and with motivation.

Benefits
Annual leave, bank holidays, birthday leave, performance-based bonus, medical benefits; Monday to Saturday: 11:00 PM to 7:00 AM; 6-day workweek, 8 hours per day.

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Field Support Engineer

$900000 - $1200000 Y Airbus

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Job Description

*Job Description: *

  • Install, commission, and maintain TETRA system, application software and system management tools
  • Manage suppliers for system integration of 3 rd party sub-systems and application software
  • Liaise with Product Line and vendors for problem resolution
  • Proactively ensure the highest levels of systems and infrastructure availability - Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
  • Maintain security, backup, and redundancy strategies
  • Participate in the design of information and operational systems for tenders
  • Bachelor's degree or Higher Diploma/Higher Certificate in Telecommunications

/Electronics/Electrical Engineering or a related discipline

  • Minimum 8 years' working experience in installing, commissioning and troubleshooting of telecommunications systems
  • IT literacy and knowledge of information systems and virtualization such as Oracle, VMware and TCP/IP
  • Good command of English and Chinese is a must
  • Candidates with extensive experience but lower qualification will also be considered

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

* Company: *
Airbus Secure Land Communications Hong Kong Limited

Employment Type:
Permanent

Experience Level:
Professional

Job Family:
Customer Eng.&Technical Support&Services

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

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Field Support Engineer

$60000 - $120000 Y Schindler Lifts (HK) Ltd

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Job Description

The incumbent will be responsible for the following duties:

Field Resources & Operation Management

  • Provide field resources support to fulfilment team
  • Responsible for existing technicians and imported labours management and planning
  • Manage safety target (e.g. safety walk, unsafe event)
  • Coordinate material and tools handling, storage and distribution
  • Liaise with site supervisors and subcontractors for site arrangements.

Tools Management

  • Responsible for Tools management process setup
  • Compiling, validating, maintaining, and updating Product/ Equipment records to fulfilment team
  • Plan and execute the tools/equipment deployment
  • Follow up and plan for maintenance schedule of tools
  • Develop technicians for performing maintenance of tools

Requirements

  • Degree holder or above in Mechanical, Electrical Engineering, Building Services or related discipline
  • 1-2 years' working experience with people management and service management skill, with lift industry experience will be an advantage
  • Good interpersonal and communication skills
  • Independent, self-motivated and detail-attentive
  • Able to work under pressure
  • Fluent in spoken & written Chinese and English
  • Open to fresh graduate to apply

We offer the right candidate 5 days' work, competitive remuneration package and benefits, including annual leave, marriage leave, paternity leave, study leave, medical scheme (with dependants coverage), education subsidy and attractive retirement plan.

Interested parties please click the below link "APPLY NOW" and send us your detailed full resume with current and expected salary.

All information provided by applicants will be used for recruitment related purposes and handled in strict confidence by authorized personnel. The personal data collected will be destroyed after three months.

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Service Delivery Field Support Engineer

$40000 - $80000 Y NTT

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Job Description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Networking Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.

The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.

The Collaboration Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Key responsibilities:

  • Ensure that the assigned infrastructure at the client site is configured, installed, tested and
  • Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
  • Ensures that any software that is part of the solution is installed and configured according to client requirements.
  • Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
  • Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
  • Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
  • Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time.
  • Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
  • Ensures the efficient and comprehensive resolution of incidents and requests.
  • Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
  • Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
  • Provides second line remote and onsite technical support to clients.
  • Provides second line field engineering services to clients.
  • Reports and escalates issues to 3rd party vendors if necessary.
  • Follows the required handover procedures for shift changes to ensure service continuity.

To thrive in this role, you need to have:

  • Good communicate skills, both verbal and written.
  • Ability to plan activities and projects well in advance and take into account possible changing circumstances.
  • Ability to maintain a positive outlook at work.
  • Ability to work well in a pressurized environment.
  • Ability to work hard and put in longer hours when it is necessary.
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
  • Ability to adapt to changing circumstances.
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic qualifications and certifications:

  • Bachelor's degree or equivalent in Information Technology or Computing or related
  • Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.

Required experience:

  • Moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
  • Moderate level experience in technical support to clients.
  • Moderate level experience in diagnosis and troubleshooting.
  • Moderate level experience providing remote support in Networking technologies.
  • Moderate level experience in relevant technology.
  • LI-APAC

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an email address. If you suspect any fraudulent activity, please contact us.

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Service Delivery Field Support Engineer

$90000 - $120000 Y NTT DATA Asia Pacific

Posted today

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Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA
The Networking Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.

The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.

The Collaboration Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Key responsibilities:

  • Ensure that the assigned infrastructure at the client site is configured, installed, tested and
  • Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
  • Ensures that any software that is part of the solution is installed and configured according to client requirements.
  • Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
  • Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
  • Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
  • Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time.
  • Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
  • Ensures the efficient and comprehensive resolution of incidents and requests.
  • Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
  • Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
  • Provides second line remote and onsite technical support to clients.
  • Provides second line field engineering services to clients.
  • Reports and escalates issues to 3rd party vendors if necessary.
  • Follows the required handover procedures for shift changes to ensure service continuity.

To thrive in this role, you need to have:

  • Good communicate skills, both verbal and written.
  • Ability to plan activities and projects well in advance and take into account possible changing circumstances.
  • Ability to maintain a positive outlook at work.
  • Ability to work well in a pressurized environment.
  • Ability to work hard and put in longer hours when it is necessary.
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
  • Ability to adapt to changing circumstances.
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic qualifications and certifications:

  • Bachelor's degree or equivalent in Information Technology or Computing or related
  • Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.

Required experience:

  • Moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
  • Moderate level experience in technical support to clients.
  • Moderate level experience in diagnosis and troubleshooting.
  • Moderate level experience providing remote support in Networking technologies.
  • Moderate level experience in relevant technology.

Workplace type:
On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an

email address. If you suspect any fraudulent activity, please
contact us
.

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