About this role
<h1 style="margin-right:0.0cm;margin-left:0.0cm;font-size:24.0pt;font-family:'Times New Roman', serif;font-weight:bold"><span style="font-family:'Lane Crawford Light', sans-serif">Technology Service Specialist</span></h1> <p style="margin-right:0.0cm;margin-left:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:'Lane Crawford Light', sans-serif">Responsibilities:</span></strong><span style="font-family:'Lane Crawford Light', sans-serif"> </span></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Provide support for</span><span style="font-family:Arial, sans-serif"> </span><span style="font-family:'Lane Crawford Light', sans-serif">enterprise applications and platforms.</span><span style="font-family:'Lane Crawford Light', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Respond promptly</span><span style="font-family:Arial, sans-serif"> </span><span style="font-family:'Lane Crawford Light', sans-serif">to support requests, including incidents, usage inquiries, and service requests, via phone, email, or our ticketing system.</span><span style="font-family:'Lane Crawford Light', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Take ownership of troubleshooting and resolving production incidents, escalating to the higher-tier support team as needed. </span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Maintain detailed and trackable ticket histories with relevant technical information for future analysis.</span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Conduct root cause analysis and coordinate with other IT teams or vendors for a permanent fix to prevent similar incidents in the future. </span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Monitor vendor performance issues and escalate concerns to ensure compliance with agreed-upon service levels. </span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Develop and maintain documentation of manual operation/procedures. </span></li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Engage in after-hours emergency support, which may include occasional weekend work for system patches and maintenance. Compensatory time off will be provided. </span></li> </ul> <p style="margin-right:0.0cm;margin-left:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:'Lane Crawford Light', sans-serif">Requirements:</span></strong><span style="font-family:'Lane Crawford Light', sans-serif"> </span></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Minimum of a diploma or degree in IT, Computer Science, or a related field. </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">2-3 years of substantial experience in Application Support is preferred; however, fresh graduates are also welcome to apply </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Proficiency in SQL and SQL scripting is mandatory </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Technical expertise in the following areas is highly advantageous: Java applications, Oracle DB, MSSQL. </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Strong logical and analytical skills are required, with the ability to understand and troubleshoot enterprise-grade application architecture </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Strong commitment to continuous learning and professional development </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-family:'Lane Crawford Light', sans-serif">Proficiency in both written and verbal communication in English, Cantonese, and Mandarin is required. </span></li> </ul> <p style="margin:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"> </p>