• 5+ years of experience in large enterprises.
• Strong knowledge of ITIL and user support
• Travel is necessary.

Job Responsibilities:

• Provide first and second level IT support, including desktop technical assistance through phone, ticketing system, email, and instant messaging tools.
• Diagnose and resolve customer issues related to Windows.
• Provide support for Microsoft Office, Exchange, VPN, SharePoint, user client hardware, and mobile devices, and manage user accounts and permissions.
• Using remote administration tools to resolve issues on desktops, laptops, and printers.
• Ensure that all incidents are properly documented, notified, tracked, and followed up on.
• Oversee and provide mentorship to the onsite team in the Asia Pacific region.
• Oversee vendors for project delivery.
• Update policies, procedures, and documentation relevant to the project or operation.
• Ensure compliance with standards, policies, and processes. 

Job requirements:

• Bachelor's degree in computer science or equivalent IT experience.
• Over five years of experience working in large enterprise organizations.
• Strong knowledge of user and VIP support and ITIL methodology.
• Demonstrated ability in project and team management.
• Proficient in both Mac and Windows operating systems.
• Friendly with excellent telephone manner; mature and self-sufficient.
• Capable of working under pressure; self-motivated with strong problem-solving and analytical skills.
• Strong skills in data analysis, communication, and interpersonal relations.
• Proficiency in both spoken and written English, Cantonese and Putonghua
• Travel is necessary.