IT Service Engineer

3 days ago


Hong Kong, Central and Western District, Hong Kong SAR China OSL Full time

We are seeking a skilled and customer-focused IT Service Desk Technician with at least 2 years experience in a similar role. The ideal candidate will be responsible for providing frontline technical assistance, troubleshooting, and support for end-users. This role requires good communication skills and the ability to diagnose and resolve issues efficiently.

Key Responsibilities

  • Technical Support
    • Act as the first point of contact for IT-related inquiries, incidents, and requests.
    • Diagnose and resolve hardware, software, meeting room and network issues for laptops, desktops and mobile devices.
    • Provide technical support for general computing applications.
  • Device Management
    • Deploy and configure devices using Mobile Device Management (MDM) platforms.
    • Perform regular updates, patches, and security configurations.
    • Manage device enrollments, backups, and recovery processes.
  • User Support
    • Provide support for user account management, including permissions, password resets, and authentication issues.
    • Perform user onboarding and offboarding process as per documented SOPs.
    • Deliver training and guidance to end-users on best practices.
    • Resolve connectivity issues related to Wi-Fi and cloud-based services.
    • Log, track, and prioritize tickets in the IT Service Management (ITSM) system.
    • Escalate complex issues to higher-level support when necessary, ensuring timely resolution.
    • Document troubleshooting steps and solutions in a knowledge base for future reference.
  • Collaboration and Continuous Improvement
    • Identify recurring problems and recommend process improvements or solutions to reduce downtime.
    • Stay updated on latest updates, new technologies, and advancements in IT support practices.

Job Qualifications:

  • 3+ years of experience in a similar role.
  • Good understanding of IT desk services, corporate systems, technologies, operating systems (macOS).
  • Good knowledge of networking concepts, protocols and technologies, including TCP/IP, DNS, DHCP, VPN, firewalls, routers and switches.
  • Hands-on experience with network administration, configuration and troubleshooting.
  • Ability to work independently and in a team.
  • Experience in remote support to people working from home and other remote office.
  • Experience and maturity to work in a multicultural environment and ability to communicate ideas, standards and policies with confidence.
Seniority level

Associate

Employment type

Full-time

Job function

Business Development

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