Assistant Manager - Windows (Lead) - (English, Cantonese and Mandarin Language Support)

Job DescriptionThe Responsibilities of the Role:

Leading a team of Windows support engineers and ensuring smooth support operation within the team.
Planning out team shift rosters and arranging resources to cover support working hours.
Escalation points for business and technical for related expertise.
Identifying, diagnosing, and resolving the escalated incident in Windows Server platforms (onsite and cloud).
Escalate the case to vendor or application team if needed.
Perform the regular server operations such as setup, upgrade, patches deployment, monitoring and health checks, backup and restore etc.
Responsible for system troubleshooting and performance turning.
Prepare and maintain technical documentation.
Providing support on issues related to servers, backup and storage.
Liaise with external vendors for IT Server operations and maintenance.
Intermediate level of experience in using BMC Helix ITSM (ticketing tools) or equivalent ITSM tools (example: ServiceNow, OpenText, etc).

Skill Requirements:

Leadership experience is highly desirable.
Sizeable company and ITIL experience are preferable.
Self-motivated, quick learner, Can-do attitude and able to work under pressure.
Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.
Driven and able to multi-task, strong time management skills and strong team player.
Good written and verbal communication skills in English, Mandarin and Cantonese is a must.
Knowledge in Linux is a plus.
Willing to work on shift rotations and standby.
6-7 years of relevant working experience in Windows Servers, Cloud Computing, Virtualization, Backup and Storage.
Bachelor's in Computer Science or related discipline.
Desired Certificate: ITIL foundation v4, Any relevant Windows certification, Cloud certification.

The Package :

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