Responsibilities:
• Provide a high level of customer service while supporting end users. Support includes, but is not limited to, laptops, desktops, smartphones, AV & VC systems, office phone, and voicemail system.
• Respond to telephone calls, emails and personnel requests for technical support.
• Identify, research, and resolve technical problems.
• Document, track, and monitor the problem to ensure a timely resolution.
• Successfully troubleshoot issues both independently and in collaboration with all available resources.
• Oversee and troubleshoot video conference and telecommunication systems in coordination with regional technical resources.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Document, maintain, upgrade or replace hardware and software systems.
• Support and maintain user account information including rights, security, and systems groups.
• Maintain configurations of all laptop and desktop computer systems according to established standards.
• Document and update technology related instructions and procedures as required.
• Maintain problem call history by recording calls in SNOW tracking database.
• Analyze calls data to proactively identify improvement opportunities.
• Evaluate new technologies for potential applicability within BCG.
• Displays tact, patience and the ability to handle stressful situations.
• Perform other duties as assigned or required such as case team support & marketing event support
Qualifications:
• Institutional training in Information Technology, Computer Science, or a related field or above
• Experience: 5 years or above IT support and troubleshooting experience in a sizeable firm
Skills:
• Proficiency in IT hardware and software troubleshooting.
• Knowledge of network configurations and maintenance.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
The IT Specialist, Support & Service is responsible for:
• Managing the IT Service Desk function for HUGO BOSS Taiwan.
• Providing timely and appropriate IT support for IT issues to HUGO BOSS Taiwan.
• Effective and timely management of IT projects and key IT initiatives
• The management of IT equipment in retail and office environment for HUGO BOSS Taiwan
• Setup, configuration, monitoring and troubleshooting of end-user relevant IT equipment in office and retail environment.
• Preparation of IT guidelines and manuals for end-user.
• User Account management (User Administration & New User Authorizations).
The role is accountable for managing the IT department. This is achieved by:
• Delivering the IT business plan for HUGO BOSS Taiwan.
• Ensuring the service desk for HUGO BOSS Taiwan, is managed in line with the IT Service Level Agreement (SLA).
• Ensuring the service desk for HUGO BOSS Taiwan, is managed in line with IT Security & Data Protection policies.
• Monitoring IT systems, server & network infrastructure and escalation of incident cases following Global IT Service Desk procedures and processes.
• Providing relevant and effective coaching and training of IT processes & systems (hardware use / systems use etc) to stakeholders.
• Revising, devising and executing IT policy and procedure.
• Exceptional time management and organisational skills.
• Clear communication with all departments within the company.
• Building and maintaining relationships with internal and external stakeholders.
• Participate and coordinate, regularly tasks, activities and feedback sessions, with Headquarter Germany and Share Service Center Hong Kong IT teams, work as a virtual team member of APAC IT team.
This support role includes, but is not limited to maintaining the day to day IT requirements for the business and end to end IT project management.