Job Summary:
IT Helpdesk Support (L1) is responsible for providing first-level technical support to end users, ensuring timely issue resolution, and maintaining service quality in accordance with defined SLAs. This role involves troubleshooting hardware, software, and network-related issues while escalating complex incidents to higher support levels when necessary.
Key Responsibilities:
- Provide first-line technical support for IT-related issues via phone, email, and ticketing systems.
- Troubleshoot and resolve common hardware, software, and network problems.
- Assist users with system access, password resets, and basic IT queries.
- Escalate unresolved or complex issues to L2/L3 support teams as needed.
- Log, track, and update incidents and service requests in the ITSM system.
- Follow standard operating procedures (SOPs) for troubleshooting and issue resolution.
- Ensure timely resolution of tickets in compliance with SLA requirements.
- Provide users with regular updates on the status of their requests.
- Maintain and update knowledge base articles to improve first-time resolution rates.
- Document troubleshooting steps and solutions for common issues.
- Contribute to process improvement initiatives by identifying recurring problems.
- Assist users with hardware requests, ensuring application submission is completed.
- Provide basic troubleshooting for desktops, laptops, printers, and other peripherals.
- Support standard software applications and assist with installations or configurations.
- 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 records of assigned equipment.
- Able to commit to 2 different shifts 7am -7pm or 7pm -7am.
Qualifications:
- Education: Bachelor's degree in information technology, Computer Science, or related field, or equivalent work experience.
- Experience: At least 1 year of experience in an IT support role or similar.
- Technical Skills: Proficiency with operating systems (Windows, macOS, Linux).
- Familiarity with common office software (Microsoft Office Suite, email clients).
- Basic understanding of networking principles (IP addressing, DNS, DHCP).
- Fluent in both English and Mandarin (Chinese) language are preferred in order to communicate with teams located in different countries.
Preferred Skills:
- Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar certifications is a plus.
- Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
- Customer Service: Excellent interpersonal skills with a focus on providing high-quality support to users.
- Time Management: Ability to prioritize tasks and manage multiple issues simultaneously.
- Communication: Strong verbal and written communication skills to explain technical concepts clearly to non-technical users.
