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Silicon Valley Associates- Specialist IT Recruitment Agency in Hong Kong, Shanghai, Singapore, Dubai and Japan

RECRUITER SUMMARY

Description:   

HOT HK IT Infrastructure, Active Directory, Microsoft Teams, Microsoft, Slack, Level 1 & 2 support, IT Service Desk Coordinator , $25k HKD

Date

26 / 02 / 2025

Nationality

Filipino
PR

Hong Kong

Experience Summary

Has over +6 years of experience in IT Industry.

Current & Previous Employers and jobs include:

IT Service Desk Coordinator at XXXX
Remote Resolution Technician (L2) at XXXX
Assistant System Engineer at XXXX
IT Service Desk Analyst at XXXX
 

Education

Bachelor of Science: Computer Science

XXXX College Main – Philippines
 

Motives & Seeking

She is actively looking a job for a stable position and to gain experience.

 Languages

English –  Fluent
Tagalog -  Native

Recent / Current Salary

$41.6k PHP per month

$25k HKD per month
 

Notice

Period

Immediately Available
 

Interview Availability

Requires a day notice

Interview Assessment Notes 

1. Could you introduce yourself and tell us about you? Your current / recent jobs and employers? Previous companies and jobs?
   She has over six years of experience in the IT industry. Her first three years were with SPI Global, now known as XXXX, where she worked in a hybrid role, providing IT support to in-house employees across global branches, including the Philippines and India. She handled user support requests primarily through a ticketing system, emails, and occasional phone calls, focusing on tasks like password resets, account requests, and software installations. Additionally, she was involved in incident management, addressing high-severity issues (Severity 1 and 2), leading conference calls, and coordinating with other IT teams to resolve outages. After three years, she transitioned to XXXX (XXXX) in the Philippines to explore new opportunities and further her professional growth.

2. What skill(s) / experience would you self-describe as strongest or specialist in?
   Her strongest skills are in troubleshooting, particularly in a Level 2 support role. She focuses on in-depth issue resolution, which requires thorough investigation rather than quick fixes. Her approach involves identifying error sources, analyzing error messages, gathering user input, and, when necessary, remotely accessing user systems to resolve incidents efficiently.

3. Do you have the lists of key criteria’s according to the clients’ requirements?
   She has experience in Level 2 IT support, handling extensive troubleshooting for software and applications, as well as managing incidents and service requests, including software installations. In her first role at XXXX, she focused on remote troubleshooting for users. She worked with Disney clients globally, where Level 1 support handled inbound calls and escalated complex issues to Level 2. Her responsibilities included analyzing errors, assisting users, and escalating unresolved issues to appropriate IT teams. After a few months, she was promoted to the request team, where she managed software requests, monitored approvals, and provided training to UBS team members. Within a year, she advanced to a Service Desk Coordinator role, overseeing Severity 1 and 2 incidents, supporting Level 1 analysts via Microsoft Teams, and assisting with technical issues through knowledge base articles. She also managed major outages, coordinated with SMS teams, and provided direct support to VIP users. Additionally, she facilitated the offboarding process by deactivating user accounts in Active Directory, Microsoft, Slack, and other platforms.

Recruiters

Employment Agency

Silicon Valley Associates Recruitment.

907, 9th Floor, Silvercord Tower 2, Tsim Sha Tsui. Kowloon, Hong Kong

25F, Central Plaza, Xin Tian Di, Shanghai

Ubi TechPark #01-08, Singapore

Sunshine Technology & Innovation Centre, No.1003 Nanxin Road, Nanshan, Shenzhen

Job-Seeker Agreement

The Candidate has agreed that Silicon Valley Associates Recruitment may disclose their profile to potential employers for the purpose of seeking new employment.

Silicon Valley Associates Recruitment will never charge any fees from job-seekers.

Employer Terms

General Terms and Conditions apply to all requests, offers, and agreements regarding the provision of services, and are available upon request.

These can be sent to you on request or can be found on our website: svarecruitment.com.

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