Data Center Operator, Service Desk (7 x 24 Shift Duty)

Company Overview

iAdvantage Limited (互聯優勢有限公司) (“iAdvantage") is the wholly-owned subsidiary of SUNeVision Holdings Ltd (SEHK:1686).

SUNeVision, the technology arm of Sun Hung Kai Properties, stands as Hong Kong’s largest data centre provider. Established in 1999, SUNeVision has been at the forefront of delivering best-in-class, carrier and cloud-neutral data centre services. With over two decades of experience in data centre design, construction, and management, we empower our customers to leverage our expertise in identifying the most suitable solutions for their IT infrastructure requirements.

JOB PURPOSE: -

• To serve as the first point of contact for all technical and facility-related incidents and service requests, providing effective first-line support to ensure the stability and reliability of IOC operations. This role is critical in minimizing downtime and maintaining seamless service for internal stakeholders.

RESPONSIBILITIES: -

• Service Desk Operations

  • Act as the primary point of contact for all technical support inquiries via phone, email, and the ITSM ticketing system.
  • Accurately log, categorize, prioritize, and assign incidents and service requests in accordance with SLAs.
  • Maintain clear and proactive communication with users throughout the incident lifecycle, providing updates on status and resolution.

• Technical Support & Troubleshooting

  • Provide direct support for end-user network connectivity and optical fiber cross-connect issues.
  • Perform initial Level 1 troubleshooting and escalate complex issues to Level 2/3 support or facility teams with detailed notes.
  • Monitor system alerts and IOC dashboards to proactively identify and resolve issues.

• Facility & IOC Coordination

  • Liaise closely with Facility Management (FM) and IT teams to coordinate and facilitate technical interventions and maintenance activities.
  • Provide crucial support during emergency or incident response situations, following established protocols to ensure a swift return to normal operations.

• Documentation & Reporting

  • Maintain accurate records of support activities and resolutions.
  • Prepare regular reports on service desk performance and issue trends.

REQUIREMENTS: -

• Diploma or higher in Information Technology, Computer Science, or related field.
• Minimum of 3 years of experience in a technical support or service desk role.
• Proven problem-solving and troubleshooting skills with a strong customer-service orientation.
• Familiarity with ITSM tools and ticketing systems.
• Good verbal and written communication skills in English, Mandarin and Cantonese.
• Ability to work in a fast-paced, 24/7 operational environment.

Attractive remuneration and attractive fringe benefits will be offered to the successful applicant. Interested parties please apply with full resume, present & expected salary, available date by clicking "Apply Now". For further information, please visit our company website: http://www.iadvantage.net/

We are an equal opportunity employer and welcome applications from all qualified candidates. All personal data collected will be used for recruitment purpose only. Applicants not hearing from us within 3 months may consider their applications unsuccessful. All personal data collected will be destroyed within 12 months.