Primary Accountabilities

Networking and Infrastructure

• Assist the Global Infrastructure team with the following:

     Cloud (IaaS and SaaS)

• Administer and monitor IaaS and SaaS platforms to ensure high performance and availability, efficient resource costing, proactive diagnosis and troubleshooting.
• Administer the Azure AD and IAM platforms including enterprise directory services and supporting server infrastructure.
• Lead projects in key process improvements as they relate to the cloud based, internal web or client/server implementations environment.
   

Physical Servers, Systems and Networks

• Manage and monitor physical servers, including e-mail, print, and backup servers and their associated operating systems and software.
• Ensure availability, reliability, and scalability of corporate servers to meet business demands. Recommend and execute modifications to server environment in order to improve efficiency, reliability, and performance.
• Design and review of new server systems, applications, and hardware; conduct capacity planning as needed.
• Conduct research on server hardware, software, and protocols in support of procurement and development efforts.
• Interact and negotiate with vendors, outsourcers, and contractors to secure network products and services as required.
• Manage all network hardware equipment and configuration, including routers, wireless access points, switches, hubs, storage appliances, and UPSs.
• Monitor and test network performance and provide network performance statistics and reports.
• Recommend, schedule, and perform network improvements, upgrades, and repairs.
   

Support and Improvement

• Serve as an escalation point for server, desktop, network, IaaS or SaaS issues from the ICT Service Desk; provide timely response.
• Manage and/or provide guidance to junior members of the team.
• Assist with developing continuous improvement strategies for the ICT Team, including automation within the server, network systems and at the administrative process level.
• Assist the ICT Infrastructure Manager to develop ICT skills within the team as required.
• Participate in relevant retail meetings to understand staff requirements, concerns and issues.
• Proactively understand and implement on-going training requirements for office and retail staff.

 Security/Availability

• Fulfill duties in accordance with the Aesop Security Policy.
• Conduct Disaster Recovery, backup integrity and network availability testing on a regular cycle.
• Monitor Infrastructure backups and backup policy.
• Manage and monitor security solutions, including firewall, anti-virus, and intrusion detection systems.
• Implement policies, procedures, and technologies to ensure server, desktop, mobile device, network and end-user security.
• Administer and maintain end user accounts, permissions, and access rights.
• Assist with monitoring any security platforms, SIEM, Office 365, Azure AD, AWS
• Assist in designing and implementing data center/server room security features, including HVAC control, environmental alarms, access restrictions, and so on.
• Monitor and implement hardware, firmware and operating system maintenance fixes, and vendor-supplied patches.

Policy, Reporting and Documentation

• Fill current documentation gaps and maintain existing ICT Infrastructure documentation in alignment with the ICT Service Catalog.
• Develop and maintain training materials as required.
• Update ICT Policies and Procedures as required.
• Maintain a detailed support log as well as Initiative and Project Progress and provide it to ICT Infrastructure Services Manager on a monthly basis for review.
• Maintain and contribute to the ICT knowledge base.

User Support

• Deliver friendly, courteous, patient, timely and outstanding service to all Aesop staff.
• Maintain status records of support tasks undertaken via centralised helpdesk system.
• On occasion be available to accept and action requests made via email or mobile outside of normal business hours.
• Be available to work flexible hours on occasion as directed by business needs.
• Assist the ICT Infrastructure Manager and other ICT team members to 
  - Provide 3rd Level ICT support for all staff at Head Office, retail locations, regional offices and overseas subsidiary locations.
  - Provide Primary ICT Support for all staff at Head Office, retail locations, regional offices and overseas subsidiary locations in a backup capacity.
  - Troubleshoot user issues & problems
  - Coordinate retail support from established external vendors where Aesop resources are inadequate.
  - Procure and install systems and equipment for new staff and at new retail locations.
  - Ensure the security and integrity of Aesop Offices and retail ICT systems and data.
  - Maintain building access and security processes for staff
  - Adhere to ICT policies, processes and procedures
  - Monitor and enforce ICT security and access policies within the organisation
  - Facilitate strong communication between Aesop Offices and retail locations establishing relationships with key retail staff.
• Work on-site at Aesop Retail store locations as required.
• Log in remotely to distributed locations to perform support duties
• Act as an escalation point and provide advice and coaching to Junior support staff
• ICT Initiative Implementation and Project Participation
• Direct and manage assigned ICT initiatives or projects from beginning to end.
• Develop plans and associated communications documents.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and resolve issues and conflicts.
• Identify and manage dependencies and critical path.
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Proactively manage changes in scope, identify potential crises, and devise contingency plans.
• Build, develop, and grow any business relationships vital to the success of the project or initiate rollout.

Key Experience, Knowledge & Skills Required

• Solid experience in MS 365, Azure, Active Directory Services, MS Exchange, MDM, Cisco Meraki
• Sound knowledge of PowerShell scripting to automate tasks;
• Sound knowledge and experience in cloud infrastructure, such as Azure – must have, AWS, GCP – will be advantages
• Experience in domain migration, 365 migration
• Experience in working in large organization / MNC, understand IT security management and IT Service management
• Adequate knowledge in TCP/IP, VLANs and routing protocols; SD-WAN, switching, firewalls, access points, etc.;
• Adequate knowledge of Terraform, Kubernetes will be added advantages;
• Proactive in learning new technologies and tools;
• Good interpersonal and communication skills; and
• Good command of spoken and written English and Mandarin, Cantonese

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