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Job ref no.: CT3116348-01#0301

IT Support Specialist / Service Delivery Expert (Under Armour)

UA Global Sourcing Limited

Benefits
  • 5-day week
  • 13-month pay
  • Dental plan
  • Discretionary bonus
  • Flexible working hours
  • Insurance plan
  • Medical plan
  • … + 1 more

SUMMARY:

Under Armour has a new opportunity at IT Service Delivery team. We are adding a Service Delivery Expert in Hong Kong and remote users, with superior IT service support and project delivery experience in office build-out, factory expansion and infrastructure standardization. Passion, desire and integrity are additional traits we look for in our teammates.  If you want to make a difference, keep reading.

 

SDE role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests as well as installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (onsite, remote) in a timely and accurate fashion, and provide end-user assistance in areas of application support where required in supply chain and project management areas. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES may include the following. Other duties may also be assigned.

  • Be a critical resource in IT Service Delivery team so that your operation support and analysis skills can be fully utilized
  • Demonstrate Strong Customer Service Skills
  • Flexibility to work at different Under Armour locations
  • Perform on-site analysis, diagnosis, and resolution of complex desktop/hardware problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
  • Perform site support and end user training as needed
  • Prioritize and schedule local IT activities
  • Escalate problems as needed
  • Record, track, and document the help desk request problem-solving process, including all decisions made, and actions taken, through to final resolution
  • Configure and install all IT equipment for UA teammates
  • Perform post-resolution follow-ups to help requests
  • User account administrations at all systems
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Develop help sheets and frequently asked questions lists for end users
  • Various software support with possible vendor assistance
  • Implement and maintain corporate network infrastructure
  • Work with functional business partners to properly collect requirements in order to share with infrastructure team to develop the solution.
  • Participate contract negotiations and vendor management with local service providers and IT partners
  • Participate in Global Service Delivery Governance model and prepare professional ITIL class documents

 

EDUCATION and/or EXPERIENCE:

  • Bachelor’s Degree from an accredited college or university preferably in IT related field
  • Minimum 5 years in Information Technology
  • Minimum 2 years Helpdesk experience
  • Excellent communication and presentation skills
  • Certifications in multiple technology areas are a significant plus such as Cisco, ITIL, VMware, Microsoft Windows
  • PMP is a plus
  • Cloud computing experience is a plus

 

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More job information
Job ref no. CT3116348-01#0301
Salary
  • N/A
Job Function
Industry
Location
  • Kowloon Bay
Employment Term
  • Permanent
  • Full-time
Experience
  • 2 years - 7 years
Career Level
  • Middle management level
Education
  • Degree