Responsibilities:
- Customer facing role on Application & Systems troubleshooting with Server, Storage and Backup management tickets Field IT Team. Role will involve supporting the IT Deskside department in achieving its objectives against agreed SLAs.
- Additionally, the person might act as primary/secondary contact for IT Systems on site, LAN, WAN, Voice, Printing services, etc
- “Act as the key person” in the IT Deskside team in case of Business Continuity Plan activation and Disaster Recovery of the supported SSC.
- Work with SCCM & CMDB Teams to support End user computing requirements
- Work within Johnson Controls guidelines to ensure compliance to corporate IT standards
- Ensuring all support cases are dealt with, within agreed service levels, and to the customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant ticket logging system
- Assisting during tasks provided by external service providers
- Monitors system resource utilization for IBC systems and highlight issues and work towards resolution as per shared SOP
- Implementation of site IT projects
- Coordinating education and training for IT related activities at the site
- Required Skills:
- Ability to recognize and respond to customer expectations with a sense of urgency
- Excellent support awareness of Desktop, Laptop and Peripheral devices
- Excellent analytical, interpersonal and communication skills with strong problem solving abilities
- Ability to handle cross-functional tasks in parallel
- Ability to work independently in dynamic, fast-paced environment
- Demonstrated ability to work in a team environment, work collaboratively with IT team members, and communicate effectively with all levels of management
- Proven sensitivity to cultural diversity in the business environment
- Proven ability to assist in installation, configuration, and setup of different Applications
- Self-motivated with good organizational skills
- Proven ability to quickly build up working knowledge in previously unknown technologies
- Basic project management skills with the ability to plan and monitor projects involving customers, other IT departments
- Good understanding of office products, such as Microsoft Office
- Good understanding of Network standards – WAN, LAN, TCP/IP
- Good understanding of Smart-Device technology - iOS, Android, Windows Mobile etc.
- General IT awareness of Back Office solutions (Server, SAN, Data Protection, Cloud)
- ITIL certification is plus
- Language: Cantonese + Mandarin + English
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What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission.
Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
