Infrastructure Engineer, Workplace
Ralph Lauren
- Tsim Sha Tsui, Hong Kong
- Permanent
- Full-time
- Provide IT onsite, offsite and remote support of computer hardware, operating systems, networks, and applications
- Install and configure computer desktops, laptops, printer, mobile devices and software.
- Experience troubleshooting and resolving computer and network issues both remotely and onsite in a multi-office work environment
- Participate in the implementation of technology refresh cycles
- Plan and execute PC refresh across multiple operating systems Microsoft and Mac
- Excellent problem-solving skills
- Strong communication skills
- Hardware and Software troubleshooting
- Customer service focused
- Setup conferencing equipment and test audio/video quality prior to meetings
- Log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up
- Provide feedback, quality assurance, and user acceptance testing for technology products and services
- Experience controlling IT inventory, assets and deployed software
- Attention to detail and the ability to fix problems 100% with minimum recurrence
- Fast learner and tester of newer technologies
- Strong use of ServiceNow
- Demonstrated experience solving IT problems and diagnosis when other IT infrastructure technologies are involved
- Prioritize the work week to maximize the user deliveries.
- Understand and adhere to the Company's risk and regulatory standards, policies, and controls in accordance with the Company's Risk Management Guidelines Identify risk-related issues needing escalation to management
- 3+ years of Desktop Support experience
- Higher Certificate or BA or BS in Computer Science, Information Systems or related discipline, or 3+ years of experience in the IT support role.
- Required Experience: The minimum experience for this position is 2-3 years of relevant experience in Desktop Support and Windows Virtual Desktop
- ITIL Certification a plus
- Extensive experience supporting Microsoft Surface tablets, Windows Operating Systems and Office Suite
- Experience with Active Directory account creation, password resets, group membership changes, distribution groups and other AD functions
- Experience supporting VPN clients and VPN Administration
- Experience supporting and setup of mobile phones, iPhone, Android and tablets
- Experience supporting Citrix, Zoom, DTEN Display, SCCM deployment, bootable USB drives
- Experience facilitating a new user setup including but not limited to phone setup, network port activation and testing, pc setup, network account creation, etc.
- Experience with Zoom, Microsoft Teams, Skype for Business, Polycom phones, Jabra headsets and other phone accessories
- Experience imaging and deploying new and replacement laptop and desktop equipment.
- Fluent in English and Mandarin