L2 IT Onsite Support

7 months ago


Hong Kong, Hong Kong SAR China Amaris Consulting Full time
Job description Responsibilities:
  • Provides second-line investigation and diagnosis.
  • Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.
  • Escalates unresolved incidents/service requests within agreed timescales.
  • Ensures tickets are updated at all times until issues are resolved.
  • Performs staging of PCs, IMAC (Install, Move, Add and Change)
  • Conducts hardware and software maintenance and support.
  • Troubleshoots and resolves PC incidents and/or VIP requests.
  • Local network support and/or assists centralized Network team.
Requirements:
  • Proven work experience as an IT Support Engineer or similar role.
  • Proficiency in repairing and troubleshooting PC-related hardware, software, and network issues.
  • Ability to build software images for laptops and desktops.
  • Strong communication skills to handle calls from colleagues and customers, providing technical assistance over the phone or email.
  • Experience in performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Familiarity with documenting the implementation of Helpdesk requests/issues through the company’s ticketing system.
  • Technical coaching and mentoring skills to support other help-desk employees.
  • Knowledge of desktop configuration management and maintaining accurate inventory for all IT equipment.



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