Desktop Support Specialist

6 days ago


Hong Kong Island, Hong Kong SAR China eTeam Full time
Job Overview

We are seeking a highly motivated and customer-focused Desktop Support L1 Technician to join our IT support team. The Desktop Support L1 Technician will be responsible for providing first-line technical support to end-users, ensuring smooth operation of desktop hardware, software, and network systems.

Key Responsibilities:
  • Provide Frontline Support: Respond to support requests and service tickets from end-users, resolving issues in a timely manner.
  • Troubleshoot Hardware and Software Issues: Diagnose and resolve basic desktop hardware and software issues (e.g., operating systems, applications, printers, peripherals).
  • Install and Configure Equipment: Set up, install, and configure desktop computers, laptops, printers, and other IT equipment.
  • User Account Management: Assist with user account setups, password resets, and basic access control issues.
  • Document and Track Issues: Record and track support requests and solutions using the company's ticketing system. Ensure proper documentation for future reference.
  • Escalate Issues: Identify and escalate unresolved issues or more complex problems to Level 2 or higher support teams.
  • Perform Routine Maintenance: Ensure that desktop devices are regularly updated and patched, maintaining system performance and security.
  • Assist with IT Projects: Support IT-related projects and initiatives as required.
  • Customer Service: Provide professional, friendly, and efficient service to end-users, addressing their technical issues with a high level of customer satisfaction.


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