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The Role Reporting to IT Infrastructure Solutions Manager, the job holder’s major responsibilities are to: Provide technical support for incidents and service requests, acting as the primary escalation point for complex technical issues Monitor Service Desk queues and ensure tickets are resolved within SLA targets; perform incident troubleshooting and root cause analysis Serve as a key liaison between IT and business users, fostering strong customer relationships through phone, email, chat, remote support and self-service portal Prepare and publish monthly Service Desk performance reports; analyze incident trends, SLA achievement, service request statistics, and customer satisfaction scores Mentor and coach Service Desk Analysts and junior support staff; assist in workload planning, resource allocation, shift coordination, and ticket management Participate in non-business hours on-call emergency support; coordinate incident restoration, communication, and disaster recovery activities Manage IT asset lifecycle from deployment to disposal; ensure compliance with company and cybersecurity policies Coordinate with vendors and service providers to resolve incidents and maintain service quality; monitor vendor performance against service contracts and SLAs Manage system & network infrastructure projects, including equipment upgrades, capacity expansion, and rollout of new system & network services Provide technical leadership and escalation support for complex network, security, and infrastructure issues The Person The ideal candidate should have / be: Degree in Information Technology, Computer Science, or related discipline Minimum 7 years of experience in IT support, Service Desk operations, system and network administration, with at least 2 years in a senior or team lead support role Solid technical knowledge of Microsoft Windows 11, Microsoft O365, Active Directory / Microsoft Entra ID, Endpoint Management, TCP/IP, DNS, DHCP, VPN, Wi-Fi, and Terminals Operation Systems Professional certifications such as ITIL Foundation, CCNA / CCNP, cloud-based server management certification, CompTIA A+ or equivalent are preferred Good command of written and spoken English, Chinese, and Mandarin Strong leadership, coaching, and stakeholder management skills Customer-service oriented mindset with strong analytical, troubleshooting, and problem-solving skills Ability to work under pressure We offer competitive remuneration package to the right candidate(s). Please apply in confidence with full resume, present and expected salary and contact telephone number, by clicking " APPLY NOW ". To know more about our Company and benefits, please click Video to view for further details. We are an equal opportunity employer and welcome applications from all qualified candidates. Personal data collected will be treated in the strictest confidence and only be used for recruitment related purpose. Applicants not invited for interview in 6 weeks may consider their application unsuccessful and your personal data will be destroyed after a period of one year.