Job Description:

• Lead and manage the field service teams across multiple properties, including scheduling, work allocations and job priority for a 7x24 operation
• Act as shift manager for field service team, supervising technicians during assigned shifts and ensuring full coverage through a rotating roster across 7x24 casino and resort operations
• Oversee end-to-end handling of incidents and service requests related to all IT desk side services and IT end-user devices, peripherals and mobile devices, ensuring the SLAs are met
• Coordinate, prioritize and complete the daily workload to ensure the smooth operation to gaming, hotel, F&B, retails, entertainment and event, and all back of house operations, optimize the IT service availability
• Supervise the troubleshoot, repair, replacement and testing of PCs, POS, kiosks, printers, scanners, mobile devices and related peripherals
• Maintain accurate asset inventory records and support internal and regulatory audits
• Collaborate with other IT teams including but not limited to infrastructure team, Network team, Gaming and Non-Gaming team, project team, cyber security team on escalations, planned changes and projects
• Develop, maintain and enforce standard operating procedures and knowledge base for critical and essential operational areas
• Monitor operational metrics and analyses IT service and incident tickets, identify recurring issues, develops and implements corrective and preventive actions to improve the stability and efficiency
• Communications and escalate all critical incidents, leading all on-site recovery efforts and ensuing timely communication with IT management and all other stakeholders
• Support opening, renovations, table move, and projects for new outlets and property business areas, planning on-site IT support and resource requirements
• Handle or report any unresolved issues to management in a timely manner
• Provide guidance and mentorship to junior team members
• Assist with high severity requests or incidents with escalation as needed
• Follow company policies and IT internal processes, policies and procedures
• Perform other tasks assigned by superiors

Job requirement:

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or related disciplines
• Minimum of 4 years of relevant working experience in IT, including at least 2 years in a supervisory role
• Preference for relevant professional qualifications in IT
• Experience in IT field services, desk side services, infrastructure, gaming and non-gaming solution support preferred
• Experience in gaming, hospitality, or other 7x24 mission-critical environments preferred
• Strong understanding of operation system including Windows, Linux distributions, and Macintosh, standard office productivity suites, endpoint security tools
• Knowledge of network fundamentals or relevant to field service support including IP, DNS, WIFI, DHCP and VLAN basics for endpoint connectivity troubleshooting
• Experience with endpoint management, deployment tools and remote support tools
• Hands-on experience in supporting the PC, laptop, POS terminals, printers, gaming devices, kiosks, mobile devices, tablets, monitors and all other IT peripherals including component level replacement and diagnostics
• Understanding of IT service management standard for handling the IT request, incident and problem management
• Knowledge of reporting and reporting tools desirable
• Knowledge of the Gaming Industry or Hospitality Industry desirable
• Strong and wide knowledge in IT technology, standards and IT process
• IT Network or IT System Certificate is a plus
• Fluent in spoken and written Cantonese, Mandarin& English


Interested parties, please apply via:
• Email the detailed resume to careers@sjmresorts.com
• Hotline 8297 0979 / 8297 0969