Technical Engineer - Help Desk

Accountabilities

OOCL Global Desktop Support center (GDSC) is a centralized support center located in Zhuhai, Guangdong province and provides high quality 24x7 desktop support service to OOCL 6000+ users in global offices. This senior technical position responsible for providing high quality level-1 desktop support and server service to OOCL users in global offices remotely from GDSC, ensure the service is delivered to meet customer business need and expectation. The position require to response and solve customer service request, issues and all problem; Monitor service on Windows series servers and UPS; response and handle the alert from system/server and handle according to SLA. It also includes virus monitoring and follow-up, security patch management and participation in level-2 support and project implementation.

• Response, classify and follow up incident, service requested from end-users via service request, phone and handle remotely in a manner that is both high quality, customer orientated and aligned with business requirement/user satisfaction. The job covers support tasks including all desktop OS and PC applications such as WindowsXP/7 OS, Outlook2003/2007, Symantec antivirus, MS office, SSLVPN, IE7 browser , PC/printer/laptop hardware issue etc.
• Response and follow up request/system alert from FnP/Exchange/Proxy servers , Symantec server and UPS according to procedure in high quality; Monitor, maintain Windows2003/2008 server in good status according to procedure. 
• Deploy the MS security patch and application via System center configuration Manger (SCCM) to desktop, server in high quality. Make sure the equipment meet the required baseline.
• Monitor and follow up Symantec antivirus alert; Make sure the issue is handle in timely manner, definition in antivirus client (SAV, SEP) are updated. Ensure that desktop are adequately secured against viruses and other malicious damage by deploying anti-virus tools and system updates as required.
• Develop supporting documentation, including KB, follow up the working procedure of center strictly.
• As problem owner, timely resume service and escalate/work with 2nd tier support team in Hong Kong and vendor to find out the root cause.

Requirements

• Working experience on desktop support experience, Microsoft Windows Series, servers and Workstations, including: Windows XP/7, Outlook2003/2007
• Windows XP/7, Outlook2003/2007
• Antivirus support and control experience, Symantec client/server
• MS office, SharePoint, SSLVPN, IE7 browser, IPphone
• PC/printer/laptop hardware issue
• Support experience on FnP/Exchange/Proxy, AD, DHCP, DNS servers, and UPS
• Other desktop/server application related support experience
• Proficient in LAN/WAN/WiFi network structure and troubleshooting skill
• MCSE is desired, CCNA is a plus
• Good knowledge and understanding on ITIL
• Excellent customer service skills
• Excellent communication and interpersonal skills
• Good problem solving and analytical skills
• Strong teamwork spirit
• Proficiency in spoken and written English and Chinese, Cantonese is a plus

Remarks

Job location: Zhuhai

How to apply
If you would like to commit to a rewarding career in the OOCL Group, please email your application with detailed resume to [email protected]
If your qualifications and experience are considered relevant for the position you have applied for, you will be contacted for an interview within 6 weeks. All applications will be treated in strict confidence. Submitted resumes will be kept for a period of six months and will only be used for recruitment purposes.

* OOCL is an Equal Opportunities Employer