ROLE
Kennedys is seeking a highly skilled and proactive Global Systems Analyst to join our global IT support team. Our Systems Analyst team is comprised of a globally-distributed group of Systems Analysts who are responsible for providing advanced technical support across multiple regions, ensuring the reliability, security, and efficiency of our global IT systems and infrastructure. This role requires working with diverse teams across different time zones, addressing complex technical challenges, and collaborating closely with 1st and 3rd line support, as well as regional IT teams. Although this role will be based in the Hong Kong office, the role will service all Kennedys users globally.
TEAM
Kennedys IT team is responsible for delivery of a responsive, effective and timely IT support service to the firm's employees and clients. They devise and implement operational processes and procedures in order to provide reliable and available IT systems to the firm.
Key Responsibilities
- Provide 2nd line support for IT systems, applications and network issues globally
- Diagnose and resolve escalated technical issues in line with service level agreements
- Perform remote troubleshooting for global offices to minimise operational disruption
- Manage and document incidents and problems using IT service management tools
- Identify recurring issues and work with IT teams to implement solutions
- Support the maintenance and monitoring of client computing devices (desktops, laptops, mobiles) and meeting room technology
- Assist in testing, implementing and maintaining systems and applications
- Collaborate with global IT teams and escalate complex issues to 3rd line support or vendors as needed
- Create and update knowledge base articles and user guides
- Participate in global IT projects, including system deployments, upgrades and rollouts
Required Experience
- Minimum 3 years' experience in a professional services environment performing at 2nd line level
- Proven experience in both on-premise and remote support, with a strong focus on physical and virtual desktop environments running Windows 10/11 and the Microsoft Office suite, including Teams. Good experience with Cloud technologies and infrastructure. Knowledge of legal applications is desirable but not essential
- Windows 10 and 11 support experience, troubleshooting hardware, drivers updates and profiles.
- Citrix environnent experience supporting user sessions, profiles and network connectivity
- Basic 365 administration, with experience in Exchange online, Entra and basic Teams administration. Knowledge of domain active directory and administration.
- Experience in troubleshooting network printer connectivity.
- Mobile device management experience (Intune/MobileIron) device enrolment and configuration
- Understanding of network fundamentals, sufficient to diagnose and assess infrastructure-related issues
- Good technical knowledge of Audio Visual hardware and teleconferencing.
- Understanding of ITIL (v2 or v3), understanding of ISMS/ISO27001 would be desirable
Desirable Experience
- Experience with SCCM, Tanium, PowerShell scripting, VPN (Palo Alto / Cisco AnyConnect)
Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.
