Application Operations and Technology Support Associate

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • S&P Global
  • 19 Feb 19

Application Operations and Technology Support Associate

JobDescription :
The Role: Application Operations & Technology Support Associate

The Location: Hong Kong

The Impact: The primary objective of this position is to achieve and maintain a high-level of customer satisfaction in the local office with respect to IT service delivery. The responsibilities of this position are in two domains: 1) end-user computing, e.g. laptops, software, etc. and 2) Ratings proprietary business applications.

The position is responsible for ensuring technical support is provided to local Ratings staff members on a timely and high-quality basis. He/she will accomplish this by either fulfilling requests and resolving incidents directly or by engaging contracted local field services, remote technicians or Ratings remote support staff on behalf of the staff member and collaborating with those teams to troubleshoot and resolve incidents and fulfill requests. Requests and incidents within the EUC domain include:

  • PC Hardware (monitors, keyboards, mice, speakers, headsets, etc.) and refresh
  • Software Installation/Configuration
  • Email
  • Wi-Fi
  • VPN
  • Drive mappings/shared folder access
  • Staff On-boarding/off-boarding

Responsibilities related to the Ratings business application domain primarily fall into the 1st-level support category, but may include 2nd-level support. To be successful, the candidate will be sufficiently trained and certified in the use and support of key Ratings business applications used by local Ratings staff.
Duties include:
  • Perform troubleshooting and collaborate with contracted support teams and Ratings remote support staff to resolve incidents using tools such as Aternity and Splunk
  • Bridge any communication gap between IT & local Ratings staff members to ensure they understand technology-related communications and impact they announce.
  • Represent IT-related needs of the office and report on its 'IT health' on a monthly basis, e.g. Customer Satisfaction score, age of hardware, # of incidents, most common issues
  • Assist in coordination of any IT-related events that impact the office, e.g. local IT infrastructure upgrades/maintenance, PC refresh, Business Continuity
What we're looking for:
  • 4-year Bachelor's degree in Information Technology or related field
  • Minimum overall years of Experience: 8 solid years
  • Required Soft and Technical Skills:
    • Troubleshooting/Problem Solving/Critical Thinking
    • Excellent Interpersonal, communication and customer service skills
    • Admin-level Windows 7 & 10 Enterprise, Dell laptops/desktops/surface PCs
    • Microsoft Office 2016 and Office 365
    • Basic office networking
  • Preferred Technical Skills:
    • Splunk
    • Service Now
    • Workflow platforms, e.g. Pega Workflow Automation
    • Amazon Web Services, C++, .net
    • ITIL Foundation
    • Citrix

S&P Global Ratings

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S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or other legally protected categories, subject to applicable law.