Senior Support Specialist

Shangri-La Group
Shangri-La Group
Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage.
Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe and Africa. Regarded as one of the world’s finest hotel ownership and management companies, Shangri-La is dedicated to delight guests around the world with legendary service, finely tuned from over 45 years of hospitality from the heart. We have an affinity with Asian travelers and we offer them a gateway to the rest of the world, positioning us a leading brand in luxury hospitality.
As an enviable employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues, to best in class leadership development, you can be sure that potential is identified and nurtured throughout your career.
We are currently looking for a Senior Support Specialist to provide corporate technical support of the Technology infrastructure to SLIM Hong Kong office and Senior Management Office.
As our Senior Support Specialist, we will rely on you to:

Provide on-site and remote hardware and software support and maintenance to end users, troubleshooting their workstations effectively.

Install, administer, and support mobile devices and mobile apps.

Ensure superior response time for VIP users.

Evaluate and propose new solutions for office automation and enhancing end-user computer productivity.

Aid in managing hardware and software inventory, maintaining updated records, and ensuring software license compliance.

Develop technical specifications for end-user computer peripherals.

Monitor and oversee the entire lifecycle of user requests and complaints.

Coordinate with the office to implement policies, processes, and operations effectively.

Supervise IT vendors to resolve technical issues with end-user workstations.

Manage end users’ expectations and requirements.

Update technical knowledge documentation regularly.

Follow up on issues and requests, liaising promptly with internal and external stakeholders.

Provide technical escalation support, mentor support specialists, conduct training, analyze customer feedback, develop support processes, and monitor incident and support metrics.

Execute assigned duties and special projects, including assisting with training, meeting, and event preparations.

Support the Manager in handling administrative tasks efficiently.

We are looking for someone who has:

Higher Diploma or above in Information Technology or a closely related field

Minimum three years of end-user computing support experience

Knowledge of Active Directory and enterprise email account management

Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST), or other comparable credentials are preferred.

Good Knowledge of Microsoft Windows, Office 365, Exchange Mail, Android and iOS device configuration

Expertise supporting end-user computers, video conferencing, mobile devices, and remote VPN access Drive for delivering IT support

Good analytical and problem-solving skills with handling mobile devices (Apple iOS and Samsung Android preferable)

Capability to communicate with all levels of management and external parties in a non-technical manner.

Capability to prioritize and execute duties successfully

Can work under pressure and independently

Good command of spoken and written Cantonese, English and Chinese

Shangri-La Hotels & Resorts