Job Description

About us:

A leading global technology group, renowned for its extensive ecosystem of digital services and platforms. With a strong presence in cloud computing, mobile gaming, social media, and enterprise solutions, the organization supports millions of users and businesses worldwide. It emphasizes innovation, scalability, and security, making it a key player in driving digital transformation across various industries.

Responsibilities:

Provide first-line technical support with shift rotation for IT-related issues via chat, email, and the ServiceNow ITSM system.
Deliver courteous, efficient, and professional assistance to end users, ensuring a positive customer experience.
Assist users with system access, password resets, and general IT queries.
Provide basic troubleshooting support for desktops, laptops, printers, and other peripherals.
Support standard software applications and assist with installations or configurations or troubleshooting.
Assist users with hardware requests, ensuring the application submission process is completed.
Troubleshoot and resolve common hardware, software, and network-related problems.
Escalate unresolved or complex issues to L2/L3 teams as required, ensuring proper documentation and follow-through.
Log, track, and maintain incidents and service requests in the ITSM system.
Ensure timely ticket response and resolution in compliance with SLA requirements.
Provide users with regular updates on the status and progress of their requests.
Create, maintain, and update knowledge base, internal work instruction articles and FAQs to improve first-time resolution rates.
Document troubleshooting steps and solutions for recurring or common issues.
Contribute to process improvement initiatives by identifying, analysing and reporting recurring problems.
Monitor IT systems for potential issues and report anomalies to the appropriate teams.
Ensure compliance with IT policies, security guidelines, and best practices.
Support IT asset management by tracking and maintaining accurate records of assigned equipment.
Support user acceptance testing (UAT) and provide feedback to relevant teams.

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Currently working in IT support or service desk roles at a level of at least L1.5.

Technical Skills:

Proficiency with operating systems, including Windows and macOS.
Familiarity with Microsoft 365 applications (Outlook, Teams, Word, Excel, and email clients).
Basic understanding of networking principles (IP addressing, DNS, DHCP).
Basic understanding of security principles (Information Security, Data Privacy).
Experience with IT Service Management (ITSM) tools, such as ServiceNow.
Experience with collaboration tools, such as Slack and Jira.
Experience with artificial intelligence tools, such as Copilot and Claude.

Plus Point Skills:

Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar professional certifications.
Problem-Solving: Strong analytical skills to identify issues, troubleshoot effectively, and develop practical solutions.
Customer Service: Excellent interpersonal skills with a focus on providing high-quality support and user satisfaction.
Time Management: Ability to manage multiple tasks and prioritize workload efficiently under pressure.
Communication: Strong verbal and written communication skills in English and Chinese languages to explain technical information clearly to non-technical users.