• Adobe Illustrator
• Adobe Photoshop
• Project Management and Issue Tracking System
• System Implementation and Maintenance/Support

 The User Engagement (IT) role is responsible for providing timely and effective assistance to users in resolving application-related issues. Key responsibilities include:

1. Manage dedicated support channels (hotline and email box) for the Attendance Management System (AttMS) to address staff enquiries and complaints.
2. Receive, process, and troubleshoot user-reported issues, conducting initial diagnosis to identify root causes and deliver accurate solutions promptly.
3. Escalate complex system issues to developers, business analysts, or relevant technical teams, while maintaining open communication and progress updates with users.
4. Draft and maintain standard response guidelines (Line-to-Take) to facilitate consistent and accurate replies to general staff enquiries.
5. Conduct background research and render on-site support for the operation and implementation of the Attendance Management System.
6. Assist in organizing and holding training sessions, staff communication/engage

Seconded to our clients of public sector to perform the followings:

• Act as the first point of contact for users, handling incoming enquiries via phone calls, emails and other online communication platforms;
• Troubleshoot and resolve common hardware, software, and application problems;
• Log, track, and update the support tickets using the issue tracking system (e.g. Azure DevOps);
• Perform incident triage by assessing and prioritizing issues based on business impact and urgency, and escalate complex incidents to Developers or Business Analysts, and notifying relevant parties as necessary;
• Proactively follow up with users on issue status in customer-oriented manner and ensure timely resolution;
• Collaborate closely with internal IT, development, and business teams to resolve user issues efficiently;
• Provide system administration support, including granting user access rights, adding new users etc., in accordance with security policies;
• Propose and persuade users with appropriate solutions;
• Prepare briefing / training materials and conduct sessions to users and vendors;
• Perform other IT services or tasks as assigned by supervisor.
  
  
  
  
  
   

• Degree Holder in Computer Science or equivalent;
• Minimum 2 years' working experience in the field of IT, and 1 years' experience in similar position
• Good understanding of routing protocols and switching technologies including but not limited to VPN, TCP, IP, Spanning Tree, OSPF, BGP, DNS, VLAN, NAT, PAT, QoS, etc.
• Strong PC hardware and software trouble shooting skills.
• Cisco certification(s) (CCNA/CCNP) is required.
• Working experience with various types of networking equipment including but not limited to fiber optics, Cat5e/Cat6 ethernet cables, SFPs, various types of connectors is a must.
• Solid working experience in administration of Linux / Unix platforms is required.
• Solid working experience in administration of Microsoft Active Directory is required.
  
  
   

Interested parties please send detailed resume with present/expected salary to HR Department.

Address: Room 1202, 12/F, Harcourt House, 39 Gloucester Road, Wanchai, Hong Kong.

Tel: 2838-6813

Fax: 2838-6776

We are an equal opportunity employer and welcome applications from all qualified candidates. Personal data collected will be treated in strictest confidence and handled confidentially by authorized personnel for recruitment-related purposes within the Group. Applicants not hearing from us within six weeks from the date of advertisement may consider their applications unsuccessful.