System Administrator

• Provide remote support across diverse, multi-tenant environments, handling escalated incidents and complex service requests.
• Communicate with customers via phone, email, and chat, providing clear updates and case status throughout resolution.
• Perform secondary response and advanced troubleshooting of escalated customer issues.
• Analyze and document unfamiliar client server, workstation, and network environments.
• Support and troubleshoot diverse computing environments across business clients.
• Perform rapid root-cause analysis of workstation-, server-, and network-level incidents.
• Troubleshoot and resolve high-level workstation, server, and network incidents independently.
• Use software utilities and vendor- or application-specific tools to resolve customer incidents.
• Set and manage client expectations throughout troubleshooting.
• Communicate troubleshooting actions and resolutions in language appropriate to the audience.
• Provide guidance on applications, Thrive best practices, and infrastructure standards.
• Develop, document, and help implement client standards based on Thrive best practices.
• Evaluate client environments and identify improvement opportunities.
• Identify recurring issues and contribute to permanent resolutions through problem management and continuous improvement.
• Review client environments for security best practices and identify risks.
• Participate in change management activities.
• Monitor and manage escalated service tasks, ensuring prioritization, documentation, and escalation.
• Provide escalated support, mentoring, and technical leadership to other engineers.
• Collaborate with team leadership to improve service delivery.

System Administrator jobs in Hong Kong

Systems Administrator