Key Responsibilities
- Provide Level 1 / Level 2 IT support to end users via ticketing system, PC, phone, email, or on-site assistance
- Diagnoses, troubleshooting, and resolve issues related to: Windows, Linux and macOS operating systems, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Hardware (desktops, laptops, printers, peripherals), Network connectivity (LAN/Wi-Fi, VPN, basic TCP/IP issues)
- Manage user accounts and access (AD / Azure AD / Entra ID) including onboarding and offboarding
- Install, configure, and maintain end-user devices, software, and standard applications
- Log, track, and document incidents and service requests in the ticketing system
- Escalate unresolved issues to appropriate internal teams or external vendors when necessary
- Support basic security practices, including MFA, endpoint protection, and user security awareness
- Assist with IT asset management and inventory tracking
- Follow IT policies, procedures, and ISO27001-2022 requirements
- Provide user guidance and basic training when required
Required Skills & Qualifications
- Bachelor's degree in Information technology, Computer Science, or a related field, or equivalent practical experience
- 1–3 years of experience in an IT Help Desk or technical support role
- Strong knowledge of: Windows 10/11, Rocky/CentOS Linux and macOS, Microsoft 365 administration and support, Basic networking concepts (DNS, DHCP, IP addressing), OS installation (Win/Mac/Rocky) & configuration and Switch, AP, Server basic configuration
- Familiarity with Microsoft M365 production
- Good troubleshooting, analytical, and problem-solving skills
- Strong communication skills and a customer-service mindset
- Ability to work independently and as part of a team
- Strong verbal, written communication skills with high level proficiency in English. Fluent in Mandarin is a plus.
Nice to Have
- Experience with Azure AD / Entra ID, Intune, or endpoint management tools
- Basic knowledge of security concepts (ISO 27001, access control, incident response)
- IT certifications such as: AWS CE or Cisco CCNA or RHCSA/CE
- Microsoft Certified: Desktop Administrator
- Experience supporting remote users and multi-site environments
