Company Description
At Cathay Pacific, we share one common aspiration: to be the worlds best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
Notes:
- All Chinese mainland based positions are subject to local terms and conditions.
- Applicants must have the right to live and work in Chinese mainland.
- Once employment is confirmed, the employment contract and personnel file will be arranged through local FESCO/ FASCO.
Role Introduction
To support the strategic goals of Infrastructure & Operations team and perform design, build and support and corresponding transition, change management, release management, pro-active maintenance and service request to IT infrastructure and platforms.
Key Responsibilities
- Install and configure client computer systems
- Respond to client IT support requests
- Provide customers with step-by-step guidance to resolve technical problems
- Follow up on technical queries and provide prompt feedback
- Prioritize customer queries and escalate serious technical issues
- Provide support with the resolution of operational incidents, and determine the root cause of the problem
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Schedule and actively manage business as usual changes within the IT infrastructure asset to deliver a best in class level of successful change
- Document technical knowledge in the form of notes and manuals
- Keep abreast of the corporate strategy, business plan and latest industry trends
- Follow the SLA for issues with respect to the severity.
- Available to provide 24/7 support as required
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic Qualifications
- Bachelor degree or above, Masters preferred
Knowledge, Skills, Training and Experience
- minimum of 6 years IT experience, at least 3 years of IT Infrastructure experience
- Must have proven technical experience of working in a complex IT infrastructure environment
- Ability to listen and articulate ideas verbally, and in the written form, to a broad range of audiences; ability to ask probing questions and deliver technical internal presentations
- Strong troubleshooting experience in Desktop OS & hardware
- Experience in troubleshooting O365 products
- Ability to work well with others and as part of a technical team
- Well-developed analytical, problem-solving, decision-making, and critical thinking skills, leveraging both logic and creativity; strong troubleshooting and root cause analysis skills; ability to identify patterns and generate informed ideas
- Focus on the business and end user’s needs; ability to set expectations and understand end user behavior
- Ability and willingness to proactively accept, and drive, change to accomplish positive outcomes
- Ability to understand strategy and align tactical and strategic work in a well-balanced way
- Must have knowledge of how to lever technology to reduce operational costs and delivery business innovation in a fast moving and dynamic industry sector
- Professional competency in at least one technical specialization, with broad understanding of other current and emerging technologies
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
