IT Support Specialist

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