Otter Products

IT Officer

Job Locations CN-Hong Kong
Information Technology


The Role


The position focus on IT support on hardware, software, and infrastructure for both Hong Kong and Shenzhen office and Sales Managers in other APAC countries.


This role will report to IT Specialist, APAC.


System/networking support

  • Monitor the IT System health status, network performance and security control for Asia Pacific region
  • Documentation of any identified problems using the ITIL problem process
  • Breaking down of Tier 1 incidents to identify problems that frequently occur at the service desk then identifying and implementing solutions
  • Performing Root Cause Analysis on all problems that impact the business
  • Developing training documentation in the form of Knowledge Base articles for both End User and IT internal processes/defects/configuration
  • Managing system outages and impairments to quickly identify the root cause and coordinate the resolution between the infrastructure and development teams
  • Acting as the primary means of communication during a system outage or degradation by providing clear and concise communication to end users
  • Reporting application outage/degradation metrics and a summary of the root cause analysis to the business
  • Working with third party vendors to resolve system issues for externally hosted systems or core functionalities of a SaaS application

Helpdesk support

  • Perform IT helpdesk support including call handling, follow-up action, coordination, and escalation
  • Provide hardware and software maintenance support to users and on-site system health check
  • Working incidents assigned to the Application Support team which could include user requests, defect troubleshooting and identification, and individual end-user training on system functionality
  • Assisting in configuration of user roles and access based on business needs for each application


  • Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or the equivalent will be an advantage
  • 3 years’ experience in IT field, preferred with experience in MNC
  • Experiences in Windows and Mac system and end user support are preferred.
  • Experiences in application support
  • Good Knowledge in MS Windows, Windows Server, MS office, TCP/IP, Active Directory
  • Good written & spoken English, Cantonese & Mandarin
  • Self-motivated, strong problem solving & analytical skills
  • Good teamwork spirit, open mind, and communication skill
  • Willing to learn new technology and skill

For US Based Roles Only - Compensation Range Minimum

USD $0.00/Yr.

For US Based Roles Only - Compensation Range Maximum

USD $0.00/Yr.


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