IT Support Engineer

Key Responsibilities: - Respond to user inquiries, service requests, and incident reports through approved support channels. - Troubleshoot and resolve basic hardware, software, network, and security-related issues. - Communicate clearly and professionally with users and escalation teams throughout the resolution process. - Follow up on open tickets to ensure user satisfaction prior to closure. - Escalate issues requiring elevated permissions or advanced troubleshooting to Tier 2 support. - Maintain accurate and detailed documentation of support actions and solutions. - Manage and prioritize assigned tickets effectively to meet SLA targets. - Apply company procedures, policies, and technical knowledge to resolve user issues efficiently. Requirements: - Educational Background: Degree in Information Technology or a related field. - Previous experience in helpdesk or desktop support environments preferred. - Familiarity with operating systems including Windows, macOS, iOS, and Android. - Basic understanding of networking concepts and video conferencing technologies. - Competency with commonly used support tools and ticketing systems. - Proficient in English and Mandarin (spoken and written). - Strong communication skills with the ability to explain technical concepts to non-technical users. - Excellent customer service and interpersonal skills; calm and courteous under pressure. - Good troubleshooting and analytical abilities. - Ability to work collaboratively in a multicultural and fast-paced environment. - Self-motivated and eager to learn new technologies and procedures. - Reliable and adaptable to shift-based work schedules.