Service Desk Support Specialist

3 days ago


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

Covestic Inc. is seeking a skilled Service Desk Support Specialist to provide top-notch technical support and assistance to our internal teams.

Job Description

The ideal candidate will have a deep understanding of IT operations and be able to troubleshoot hardware, software, and network issues 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.
  • Troubleshoot iPhone and Android mobile phones, iPads, Mifi's, RDK kits, and other IT-related hardware in-office, such as printers.
Key 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.
Technical Qualifications
  • 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.
  • Working knowledge of Active Directory and basic AD administration.
  • Familiarity with Crestron, Extron, Revolab.

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