We are seeking an experienced IT Support Engineer / With Cyber Security experience to join our team on a 1-year contract in Hong Kong.

Please Note: Cybersecurity is a priority for the client.

The IT Incident Manager will play a critical role as the primary escalation point for customer service incidents and requests. This role involves ensuring service quality, monitoring incident resolution, and maintaining communication with both internal teams and external suppliers.

Key Responsibilities:

• Serve as the primary escalation point for day-to-day incidents and requests, taking proactive actions to resolve issues.
• Maintain constant communication with service leads, providing visibility into the status of incidents and requests.
• Conduct regular reviews of service quality and ensure adherence to SLAs and KPIs agreed upon with the client.
• Monitor, analyze, and participate in managing critical or global incidents as needed.
• Collaborate with technical teams to analyze and address recurring incidents, solving problems at their root cause.
• Liaise with third-party suppliers and ensure they deliver on their service commitments.
• Participate in follow-up meetings with third parties and suppliers to guarantee service compliance.
• Communicate with end users and handle service-related complaints.
• Collect root cause data from incidents and contribute to the development and implementation of action plans to prevent future issues.
• Coordinate technical teams for incident, request, and project management.
• Act as a liaison between various departments and external suppliers or involved teams.
• Lead weekly meetings with the client and client managers to discuss ongoing issues, progress, and service performance.

Technical Requirements:

• Strong experience with Microsoft 365 management as an Administrator.
• Solid understanding of networking concepts, including DHCP, firewalls, routing, and switching.
• Knowledge of Windows Server environments (GPO, DNS, DHCP, AD, etc.).
• Familiarity with cybersecurity practices,_ as cybersecurity is a priority for the client.

Qualifications:

• 1 to 2 years of experience in IT management or incident management.
• Strong communication skills in English and the local language Mandarin.
• Ability to coordinate with technical teams and provide leadership in incident management.
• Availability to start immediately.
• Willingness to participate in a two-step interview process for final selection.
• This role will coordinate closely with our client’s Incident Manager based in Spain, ensuring smooth operations and swift resolution of IT issues.

Job Type: Full-time

Starting Date : 1st of February

Office Adress:

Noatum Logistics @ 10th Floor, Port 33, 33 Tseuk Luk St, San Po Kong, Hong Kong.

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