AVP, IT Support

Overview

Our Client is an international financial service company and they are seeking a dynamic and experienced IT Support Specialist professional to join our growing team. You will interact with cross-functional teams and external vendors to deliver robust IT solutions and establish policies and processes for operational excellence. This role requires expertise in O365, Active Directory, Windows, Linux, Azure cloud services, and managing IT support operations across diverse teams. 

Responsibilities

• Manage end-to-end IT Support operations, ensuring timely resolution of Level 1 and 2 issues for internal and external end users.
• Lead the team in providing expert support for operating systems, including Windows and Linux environments.
• Leverage Office 365 (O365), Active Directory, and other administrative tools for effective systems and user account management.
• Define, implement, and monitor IT policies and procedures that align with organizational goals and industry best practices.
• Collaborate with offshore teams and external vendors to ensure high service delivery standards and operational efficiency.
• Oversee cloud solutions management with Azure, ensuring reliability, scalability, and security of cloud-based systems.
• Improve service desk processes by employing proactive measures and automating workflows to enhance efficiency.
• Provide leadership and training to IT support staff, fostering a culture of operational excellence, innovation, and teamwork.
• Develop and maintain comprehensive documentation to ensure knowledge sharing and effective process handover.
• Act as a point of escalation for unresolved technical issues and drive resolution within agreed SLAs.
• Stay up to date with advancements in IT hardware, software, and platforms, recommending upgrades and solutions to the organization.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent industry experience.
• Minimum of 5 years of relevant experience in IT support and systems administration.
• Advanced-to-expert knowledge of Office 365 (O365) administration, Active Directory, and Group Policy management.
• Expertise in Level 1-2 support processes and managing end-user support environments.
• Solid experience with Windows and Linux server operating systems, including troubleshooting and maintenance.
• Working knowledge of Azure Cloud management and associated tools.
• Experience collaborating with offshore teams and managing vendor relationships.
• Strong understanding of creating and implementing IT policies, procedures, and standards.
• Excellent problem-solving skills and ability to work effectively under pressure.
• Certifications such as Microsoft Certified: Azure Administrator, MCSE, or similar are a plus.
• Strong interpersonal and communication skills, fostering collaboration across diverse stakeholders and teams.
• Agile mindset with a keen focus on process improvement and adaptability to changing technologies.
• Good command in both English and Chinese (Cantonese and Mandarin).