IT Incident Technician

Company : AXIOM Technologies

Designation : IT Incident Technician

Location : Hong Kong

Position : Permanent

Budget : 28,000HKD CTC L2-35,500 HKD CTC depending on exp

Experience : 1+ years to 4 years

Candidates must be based out of Hong Kong to apply for this role.

Roles & Responsibilities:

Resolve incidents and requests escalated from Level 1 support.

Install, troubleshoot, repair, and maintain software applications and infrastructure.

Handle escalations for application support, including in-house, third-party, and market data applications.

Provide support for operating system drivers, software, and firmware.

Assist users with home connections and work-from-home setups, including firm laptops, personal laptops, and virtual machines.

Create and maintain detailed support documentation.

Collaborate with other support groups (both local and global) across multiple platforms.

Record and manage all incidents and requests in the ticket-tracking system.

Proactively inform management about trends, significant issues, and expected delays.

Participate in a rotating on-call schedule to provide after-hours and weekend support.

Stay updated on emerging technologies and participate in training programs.

Respond promptly across multiple communication platforms, including email, Microsoft Teams, Skype, Symphony, and Jive.

Demonstrate excellent communication, interpersonal, and customer care skills.

Maintain the ability to work effectively under pressure and meet tight deadlines.

Utilize help desk call management systems efficiently.

Possess a strong technical understanding of a wide range of in-house and third-party applications.