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Careers opportunities with Mergermarket Group

Desktop Support Administrator

Mergermarket Group, Hong Kong

Mergermarket Group is looking for a right candidate to join their Hong Kong helpdesk team.  The position requires the candidate to provide user desktop support in a Windows environment. In addition to supporting Mergermarket Group’s own applications, the helpdesk team also support users in other remote location throughout the world.

Main Job Tasks and Responsibilities

  • Handle all Level 1 service related calls and if needed escalate to Level 2/3 support
  • Respond to requests for technical assistance via ticket system, in person and phone
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources and advise users on appropriate action
  • Follow standard helpdesk procedures & processes
  • Redirect problems to appropriate resource
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Stay current with system information, changes and update
  • Able to work from 7am to 4pm China Standard Time Monday to Friday
  • Willing to assist during non-working hours (ie. Weekends) for emergency maintenance or projects that require zero to little down time for users in the office.

Education and Experience

  • Bachelor’s degree in Information Systems or Engineering
  • Previous helpdesk/support role with two to three years’ experience is a must
  • Sound working knowledge of Microsoft Operating systems, PC hardware (Dell) and other network peripheral equipment is a big plus
  • Experience with Symantec Endpoint Protection, Deployment of Windows 10 via Microsoft Deployment Toolkit, McAfee Drive Encryption, Active Directory User management, management of mailboxes on Exchange 2010 and Office 365 is a big plus
  • Knowledge and experience of customer service practices

Key Competencies

  • Fluent in speaking and writing in English
  • Good oral and written communication skills
  • Customer service orientation
  • Problem analysis
  • Problem-solving
  • Adaptability
  • Eager to learn
  • Detail orientated

Interested parties please contact by email with your CV and salary expectations:

The Mergermarket Group is fully committed to a policy of non-discrimination and to promoting equality of opportunity in employment on grounds of merit, experience, skills and aptitude in order to maximise the full potential of both existing and prospective employees.