Duties & Responsibilities:

Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
Monitor and update call logging system, ensuring customers receive top level service
Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OSx operating systems.

Job Objectives:

Main Purpose: To provide technical IT Help Desk analysis and solutions to our clients.
Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
Assess and resolve customer IT queries for First line support, using judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
Monitor and update call logging system, ensuring customers receive top level service

Knowledge, Experience and Skills:

Fluency in Mandarin & English both written and oral is imperative
3rd level IT related degree desirable
MCP and Microsoft software certification desirable
Excellent communication skills with the ability to support clients remotely
Experience in adhering to KPIs
Excellent time management skills and ability to work under time pressure
Base understanding of Microsoft Active Directory
Understanding of ITIL framework
Previous Level 1 support view all