Mô tả công việc

• Act as the primary point of contact for technical support requests through phone, email, and support tickets
• Collaborate with team members to deliver top-tier customer service on assigned tasks
• Provide first-level support for various IT issues, including hardware, software, network, and application-related challenges
• Escalate complex or unresolved issues to L2 or L3 support teams following internal protocols
• Possess a basic understanding of Major Incident Management (MIM)
• Familiarity with tools such as ServiceNow, Genesys, and BeyondTrust (Bomgar)
• Diagnose and resolve advanced IT issues, including software, O365, and Windows OS-related problems
• Assist with password resets, account lockouts, user account management, and Active Directory/ARS platform-related tasks
• Troubleshoot and resolve issues with MTR and AV systems
• Record and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates
• Monitor service desk queues and prioritize requests based on urgency and impact
• Install, configure, and maintain hardware such as desktops, laptops, printers, and mobile devices
• Assist with software installations and updates, ensuring systems are secure and up-to-date, and manage Intune device configurations and updates
• Assist with basic network troubleshooting, including connectivity, VPN access, and WiFi issues
• Adhere to company policies and IT security/privacy standards
• Display patience and empathy when assisting customers who may be frustrated or less experienced with technology.
• Contribute as an effective team player with a focus on continuous improvement
• Make recommendations for updates to the knowledge base (KB) database

Yêu cầu công việc

Certifications:

• ITIL certification is preferred
• Required: Mandarin Language Certification – HSK Level 4+ and/or BCTL Advanced Level

What You’ll Bring:

• 2-7 years of experience in Service Desk/Technical Support (L1)
• Provide support via phone, email, and self-service tickets, with a willingness to work in a 24/7 rotational shift environment
• Experience with advanced Active Directory, O365, software installations, printers, and other standard applications
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi
• Strong knowledge of ticketing systems, such as ServiceNow
• Excellent problem-solving and troubleshooting abilities
• Capability to work both independently and collaboratively in a fast-paced environment
• Exceptional communication skills, both verbal and written, with the ability to explain technical issues to non-technical users
• Strong customer service orientation, focusing on user satisfaction
• Excellent time management skills with the ability to prioritize tasks based on urgency

Kỹ năng yêu cầu

• Chinese