service support L2

Job Responsibilities:

• Perform daily operational and system support tasks following standard procedures.
• Handle enquiries via calls and emails, troubleshoot system/platform/app issues, and provide remediation to resolve user issues.
• Manage change and configuration activities, ensuring smooth service delivery aligned with SLA requirements.
• Support team leads in supervisory tasks, such as managing escalated enquiries/complaints, guiding staff, and ensuring procedural compliance.
• Assist in developing and maintaining operational, IT, and contact centre procedures, including performance reporting.
• Contribute to knowledge management and FAQ updates to improve first-time resolution.

Ideal Candidate Profile:

• Higher Certificate/Diploma in Information Technology, Information Systems, or related fields.
• Minimum 2–3 years experience in IT operations in fast-paced enterprise environments (Managed Services or Contact Centre support preferred).
• Hands-on experience with Microsoft Windows, Active Directory, Exchange Server Administration, and data centre operations is an advantage.
• Strong multitasking ability in a dynamic, high-demand environment.
• Flexible to work in rostered shifts (including weekends and public holidays).
• Strong customer service orientation, assertive, detail-focused, and results-driven.
• Good communication skills in English, Mandarin, and Cantonese.
• Proficient in MS Office; ITIL and Microsoft certifications are a plus.

Working Hours:

• Mon–Fri 09:00–18:00 or
• Shift rotation: 08:00–20:00 / 20:00–08:00 (2 days on, 2 days off; including Sundays & Public Holidays)