Tanner De Witt seeks a Senior IT Support Technician

02Sep2021

Job Highlights

  • Senior IT Support Technician
  • Reporting to the Head of IT
  • Supervising a team of 2 IT support Technicians
  • Providing 2nd and 3rd Line support
  • Administration and support of IT security infrastructure
  • Administration and support of server and network infrastructure
  • Administration and support of Microsoft 365
  • Project implementation
  • Fluent English is essential

Job Description

Tanner De Witt is seeking an experienced candidate to join us as a Senior IT Support Technician.

Key requirements

  • Maintain high levels of incident ownership through the incident lifecycle to satisfactory Customer resolution.
  • Experience in installing, maintaining, and troubleshooting hardware and software.
  • Experience in diagnosing, reporting, and resolving or correcting hardware and software problems.
  • A solid understanding server and network infrastructure from design to deployment and support.
  • Strong knowledge of Microsoft Office 365 and prior versions of Office.
  • At least 2 years’ experience in a similar role with a good exposure to IT infrastructure.
  • Experience working at a law firm is a definite advantage, but all qualified applicants will be considered.
  • Hold a relevant qualification in IT or related discipline
  • Fluent English is essential. Cantonese/Mandarin is an advantage.

Key responsibilities

  • Responsible for providing high quality support service to the users by resolving incidents / requests in a timely fashion.
  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.
  • Supervising the day-to-day operational activities of the IT Support Team to ensure that incidents and support requests are recorded and processed in a timely manner.
  • Installing, configuring, and maintaining server and network infrastructure (including data centre).
  • Proactively supporting and maintaining the firms IT security systems, firewalls, and end point protection.
  • Administration, configuration, and support of Microsoft 365 environment including Exchange Online and SharePoint.  
  • Install, configure, upgrade and support hardware such as, but not limited to laptops, desktop PC’s, printers, telephones, and mobile devices.
  • Installing, upgrading, and troubleshooting all applications that fall under the TDW application suite.
  • Assist in testing new software & hardware, providing constructive feedback as required.
  • Maintain accurate hardware stock levels and associated records and follow appropriate processes and procedures in relation to asset life cycle.
  • Provide AV support for events and meetings in line with the business requirements.
  • Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base.
  • Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met.
  • To constantly and pro-actively look for ways to improve the systems, service, processes, performance, and communication of the IT Support Team.
  • Assist the Head of IT in managing local vendor relationships to ensure timely delivery and remediation of any service or equipment concerns.

Key qualities

  • The capability and the experience to recognise technical issues and the knowledge to follow a technical troubleshooting process.
  • Understands who their customers are and can identify solutions that meet the requirements of the customer
  • Can communicate technical concepts confidently and accurately.
  • Strong written and verbal communication skills able to build relationships and establishes rapport with ease.
  • Is flexible in their approach to the work they undertake and happy to fulfil all tasks to achieve a successful outcome.

Please apply by sending your CV and covering letter to careers@tannerdewitt.com.  A detailed summary of the job requirements will be provided to applicants short listed for interview.

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