Support Technician (1-year Contract)

An Amazing Career Opportunity for Support Technician (1-year Contract)!!!

Location(s): Hong Kong

Who are we? 

HID Global powers the trusted identities of the world’s people, places and things, allowing people to transact safely, work productively and travel freely.  

We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. 

Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

Summary

The Support Technician is responsible for providing remote and on-site support as needed on Applications as well as Hardware and peripherals as required. The successful candidate should be able to think logically and have excellent troubleshooting and problem-solving skills.

As our Support Technician, you’ll support HID’s success by: 

• Support L1 & L2 user issues remotely (using provided remote connection tools) as well as on-site, our high-profile IT Application systems, hardware, and peripherals making sure that SLAs are respected.
• Respond to all requests for service in a timely manner.
• Respond to calls and emails from customers and service providers promptly.
• Monitor systems as a means of incident prevention as well as to make sure we have maximum uptime.
• Manage customer requests and prioritize incidents, including escalation of Major Incidents to the Incident Manager.
• Follow the incident management process as per ITIL framework, through the HID Service Management Tool
• Ensure all tickets are updated with the latest information and that root cause and resolution are documented properly.
• Escalate incidents to L3 as necessary for further investigation and resolutions, keep abreast with the investigation so that it is also a learning experience.
• Problem Management – assisting with the root cause analysis and determining both the best course of action for Restorations and Resolutions for incidents, and the resolution of problems.
• Ensure all escalations follow best practice, containing sufficient quality information for the receiving party to engage immediately.
• Knowledge Management - assisting with the generation and maintenance of all technical systems and troubleshooting documentation, such as the creation of user guides, manuals etc.
• To provide periodic reports, status updates or feedback as required and actively participate in Team Meetings.
• Other duties may be assigned as required.

What we will love about your background: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications & Certifications

• Information Technology or related Diploma/Degree
• Proficient in Microsoft Office Suite of applications, such as Word, Excel, PowerPoint, and Outlook.
• ITIL foundation Certification – Desirable

Experience

• 1- 2 years’ experience working in the IT sector and/or service desk.
• Experience working with 3rd party suppliers both locally and abroad.
• Experience in a high-pressured operations environment
• Experience with using an IT Service Management tool.
• Experience working with international customers - Desirable.
• Experience in adopting ITIL practices in enterprise environments - Desirable.
• Experience working internationally, collaborating with diverse cultures - Desirable.
• Experience working with Handheld devices – Desirable.

Language Skills            

• Ability to effectively communicate in the English language, both verbally and in writing.
• Ability to effectively communicate in Cantonese.
• Ability to communicate in another international language - Desirable.

Work Environment

• Needs to collaborate with all areas of the business providing comprehensive but succinct information as required.
• Empowerment: We have trust in people
• Innovation: We have the courage to change
• Integrity: We stand up for what’s right
• Collaboration: Stronger together and embrace diversity
• Work from home – limited to applicable guidelines– therefore a suitable internet connection is required.

Work Requirements

• Compliance with all relevant customer and HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, Environmental systems, and laws.
• Should be able to accommodate slight changes in working hours such as collaborative work with stakeholders in different time zones.
• Must be legally eligible to work within the role region (Hong Kong, EU, the UK, or the USA)
• Security clearance or vetting for the role region.

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.

• Innovation: You embrace challenges and want to drive ambitious change.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.

HID Global is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation. 

#supporttechnician #technician #HIDJobs

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal