ABOUT US

At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies.

We serves as the international development arm of the TOPPAN Group in the security domain founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions.

Our culture is grounded in four core values: Agility, Ownership, Resilience, and a Sense of Fun. We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do.

Join us and be part of a global, collaborative team where trust and innovation drive everything we do.

ABOUT THE ROLE

We are looking for a motivated and skilled Support Technician/System Support Engineer to maintain and support our company's IT systems. This includes the continued maintenance and technical support of new or existing solutions for our customers. This requires to having a focus on resolving support incidents quickly and efficiently to restore service within SLAs.

Main missions:

• Support the Company's IT systems for customer solutions, including all Company's contracted software and hardware components.
• Incident Management: Resolving, eliminating, reducing client and/or user reported issues, for all components supported by the Company, including request fulfilment, updating tickets, problem management and asset management.
• Interacts with, customers and suppliers as necessary to correct issues.
• Works with other support resources, development team or deployment teams to determine root cause for system failures and monitors trends.
• Conducts trend analysis to identify and prevent potential issues.
• Lead technical Level 1 and 2 support for both the Company and 3rd party systems.
• Support the initial technical investigation for the Level 1 issues Supporting end users by ensuring the current systems are available.
• Support and liaise with the Company local partners, field engineers and other internal teams to restore and resolve impacted systems.
• Liaise with stakeholders as required, supporting investigations into incidents/problems/requests escalated to them.
• Provide professional support in line with the Service Level Agreements (SLA) ensuring contractual targets are achieved and customer satisfaction maintained within the ITIL framework.
• Pre-empt/predict and diagnose customer impacting issues.
• Investigate software and infrastructure issues for assigned projects.
• Proactively investigate the production servers and the databases.
• Able to work under minimal supervision by taking ownership of the assigned responsibilities.
• Prepare documentation for recording the root causes and resolution of incident tickets.
• Knowledge Management : Leading with the generation and maintenance of all technical system and troubleshooting documentation, such as the creation of user guides, manuals, training video, slide deck etc.
• Provide customer site visit reports, periodic reports, status updates or feedback as required.
• Ability to effectively communicate in the English and Chinese language (Optional)

ABOUT YOU

• Requires at least of 3 years' experience as at level 1 & 2 support.
• Information Technology or related Degree.
• ITIL foundation certification, or equivalent, or knowledge about the same.
• Must be legally eligible to work within Hong Kong.
• Demonstrate a flexible approach to location and working hours.
• Willingness to travel internationally as needed for system support and rollout.
  
  

What We Offer

• An opportunity to work with cutting-edge technologies and develop new skills.

• A collaborative and supportive work environment.

• Competitive compensation and benefits package.

• Opportunities for professional growth and development.

• Travel opportunities and exposure to international markets

TOPPAN is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.