System Engineer

• Implementation and operational support of all aspects of the client infrastructure and systems
• Working within the international team helping and solving technical issues in Varian’s international sites. Interacts with both technical and non-technical personnel, monitors and enforce SLA’s and follows problems to resolution
• Contributes to development of Varian IT by participating in international projects
• Working within a global team to support end users and client devices in Hong Kong, South-East Asia, Taiwan and Korea
• Perform day to day hands on administration, troubleshooting and incident resolution duties
• Manage ServiceNow incident and request workflows by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreement (SLA) timelines
• Resolve and respond to questions received via telephone, email or other collaboration methods meeting defined SLA’s
• Keep IT Infrastructure up-to-date
• Diagnose, analyses and solve complex problems and demonstrate excellent troubleshooting skills
• Contribute to assigned projects. Attend conference calls and meetings with project team members from around the world, carry out assigned project tasks according to project schedule
• Occasional domestic or international travel required
• Maintaining relationships with third party providers and monitors Service Level Agreements
• Maintain up-to-date documentation
• Applies all QA Procedures as assigned
• Maintain password, data and system security according to IT security processes and standards
• Assist and support the client services team in other areas as requested by the line manager

• Sound knowledge of and professional technical experience with Intel based servers and PCs/laptops, Windows client OS, applications run in an office environment (eg. Antivirus, VPS)
• Operating systems (Windows 7, Windows 10, 2008 R2, 2012 Server), Microsoft Office Suite, other Microsoft software
• Basic network troubleshooting skills (VPN, DNS, CHCP, LAN, Firewall and WAN concepts)
• ITIL knowledge
• Sound understanding of customers and their requirements
• Fluency in Mandarin and English, written and spoken
• Must be highly-motivated and have a positive attitude
• Excellent listening and customer service skills
• Excellent communication, interpersonal and organizational skills
• Must be mature, tactful and a team player
• Understanding of commercial terms
• Willing to travel occasionally domestically or internationally
• Typical Education and Experience:
• University degree in computer science or equivalent desirable
• Minimum 3 years' experience as System Administrator or System Engineer
• Either MCP, MCSA, MCSE, MCITP Server Administrator desirable or equivalent professional qualification

Classy Wheeler