Senior Deskside Support engineer (Level 2) - Team Leader (30k UP) - JobMarket求職廣場

Lead a team of 3 x engineer to provide deskside support service to the customer
Assign the incident/service request ticket delivered to the IT Support team to perform technical support & maintenance service;
Leverage manpower resources of the technical support team as to back up the team members to support the hardware maintenance & daily operational service;
Reviews daily with the team to highlight the tasks in margin of SLA and to report to Service Manager to suggest any improvement;
Drive continuous service improvement based on ITIL practice;
Coordinate with vendor and offsite logistic to maintain adequate and logistic spare parts;
Provide technical expertise & advices to support the technical support team to facilitate technical support and maintenance services and the data centre operations;
Manage and plan for the team resources for service performance, improvement and operational effectiveness;
On-site deskside support team shall provide the Deskside Support Services for the delivery under the Level 2 support of IT services management;
The Deskside Support engineer shall immediately review the ticket and contact VIP user to confirm the information from the ticket and to make the appointment with them for support;
Deskside Support Team Lead immediately arranges suitable Deskside Support specialist to handle VIP ticket to ensure that the support service can be performed timely;
Deskside support engineer handling the assigned VIP Service Request shall report the progress to Team Lead to ensure that the onsite service can be performed immediately, squeeze standby resources upon requested;
Supervise experience would be advantage
Fluent English

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