Help Desk Technician Leader

1 week ago


Hong Kong Island, Hong Kong SAR China Covestic Inc Full time

Covestic Inc. is seeking a highly skilled Help Desk Technician Leader to join our team.

About the Position

This role involves providing technical support and assistance to our internal teams, ensuring that they have the necessary tools and resources to perform their duties efficiently.

  • Act as the primary contact for all internal IT support requests.
  • Provide technical education to end users on computers, mobile devices, and printers.
  • Troubleshoot Mac, Windows, and Chrome OS software and hardware through service desk walk-ups, chat, video conference, and ServiceNow.
Responsibilities
  • Triage, assign, resolve, or escalate all incoming tickets.
  • General network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
  • Procure, provision, and deploy equipment for end users.
  • Work with external vendors (e.g., Dell, CDW, Thresher, Arkphire, etc.).
  • Onboarding administration: Prepare new hire hardware for deployment, educate new hires on new software and technology-related procedures.
Requirements
  • A deep understanding of root-cause analysis.
  • Strong understanding of Mac OS architecture: Ability to perform command line troubleshooting to resolve individual application failures.
  • Strong knowledge of Windows and Chrome OS: Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.
  • Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support.


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