Technical Officer in Computing Services Centre [Ref. R/080/25]

The Computing Services Centre (CSC) at City University of Hong Kong manages the University’s Information Technology infrastructure and services covering Data Centre Operations, Cloud and System Hosting, Research Computing and High-Performance Computing, Communication and Networking, Workspace and Audio-Visual Technologies, and other related IT functions to support the University’s operations.

Duties

1. Respond to enquiries and provide IT-related support via phone, email, or in person at the IT Service Desk;
2. Register, classify, identify and prioritise IT incident tickets on ServiceNow;
3. Collaborate with other technical teams for incident diagnosis, which may involve further escalation of work among teams for further investigation and resolution;
4. Maintain and set up IT and AV facilities in the Central IT managed venues and support users using the facilities;
5. Document support activities, solutions, and troubleshooting steps in the ticketing system;
6. Collaborate with vendors to schedule repairs, maintenance and upgrades for IT and AV equipment; and
7. Perform any other duties as assigned.

5-day work, shift duty and working outside office hours and on weekends on a roster basis are required.

Requirements

1. An Associate Degree or Higher Diploma in Computer Science/Electronic Engineering, or a related field, with a minimum of 6 years of relevant post-qualification work experience, preferably in IT and AV sectors;
2. Hands-on experience in Service Desk support;
3. Proficiency in written English and Chinese;
4. Strong communication and problem-solving abilities;
5. Knowledge of IT Service Management (ITSM); and
6. Familiarity with ServiceNow or similar ITSM tools are required.
7. Fluency in spoken English and Putonghua would be an advantage.

Shortlisted candidates will be invited for a written test.

(Those who have responded to the previous advertisement need not re-apply.)

Salary and Conditions of Service

Remuneration package will be highly competitive, commensurate with qualifications and experience. Appointment will be made on a fixed-term contract; fringe benefits include gratuity, leave, medical and dental schemes.

Information and Application

Further information on the post and the University is available at http://www.cityu.edu.hk, or from the Human Resources Office, City University of Hong Kong, Tat Chee Avenue, Kowloon Tong, Hong Kong [Email : hrojob@cityu.edu.hk/Fax : 2788 1154 or 3442 0311]. 

To apply, please submit an online application. Applications will receive full consideration until the position is filled and only shortlisted applicants will be contacted. The University’s privacy policy is available on the homepage.