About Tencent
Tencent is an Internet-based platform company founded in Shenzhen, China, in 1998. We use technology to enrich the lives of Internet users and assist the digital upgrade of enterprises. Our mission is Value for Users, Tech for Good. We embrace a culture of teamwork & creativity and are driven by our values - Integrity, Proactivity, Collaboration and Creativity.
We are rapidly expanding our international operations and are looking for top talent to propel us forward. Combining the results-oriented nature of a start-up with the resources of a profitable and leading Internet company, Tencent offers a unique opportunity for aspiring individuals to thrive.
About the Business
Tencent Overseas IT (OIT) has the mission to empower Tencent's rapid global growth with future ready, global IT platforms, applications and services. We are chartered to lead the Overseas IT strategy, architecture, roadmap and execution. Satisfying our internal/external customers and becoming a world class global IT team are our top aspirations.
Position Overview:
The IT L1 Support Engineer 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.
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.
Qualifications:
- Education: Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- Experience: 2+ years 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).
Preferred Skills:
- Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar certifications.
- 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.
