Job offered as Solution Engineer.Engaging one of the Hong Kong project as Service Desk AnalystTo perform general IT operations functions such as monitoring, maintaining and managing the daily 24x7 operation of network, all backbone links, network devices, servers and services.To provide quality technical support in the IT-related problems actively and in a timely mannerTo ensure the overall operations compliance to various standards.Creation of tickets to track and document progress and resolution of problems.Interact with customers either by telephone or electronically to provide and process information in response to inquiries, concerns, requests, and complaints about products and services. The ITSC Solution Engineer is also a front line for a wide range of issues, including emergencies such as loss of services, Denial-of-Service (DDoS) attacks and other IT security related issues.To perform troubleshooting on malfunctions encountered within the IT environment.To coordinate effectively with other professionals in delivering the support services as and when needed.To prepare operation, management & customer reports.To identify operation issues for continuous improvement.To participate in compliance activities including preparations and audit

Having internship in this companyProvides 2nd level support to end users on a variety of issues and work closely withthe first level support team to ensure responsive and accurate resolution base onthe SLA timeframe. 1) Problem determination, workaround resolution, root cause analysis, major incident management 2) Ensure that solution and application support documentation is maintained to the highest quality and accuracy 3)Understands user’s requirements and translating to needed changes or modifications that may be required for existing applications 4) Manage customer expectations 5) Creation and distribution of knowledge and information with other team members and the company 6) Providing assistance and cover for other team members where required