Application Support Engineer (Fresh Graduate Welcome)

Fides Solutions Limited; Hong Kong Island; On-site; HKD 180,000 - 240,000; Full time

Job summary

Fides Solutions Limited is seeking an entry-level IT helpdesk professional in Hong Kong to respond to user requests via tickets, email, and phone. You will troubleshoot application issues, document resolutions, and escalate complex problems as needed.

The role involves collaborating with cross-functional teams and assisting with user onboarding for new systems. The ideal candidate is a recent IT/CS graduate with strong problem-solving, excellent communication, and a customer-service mindset.

Qualifications

• Recent graduate or early-career IT/CS professional.
• Strong problem-solving and logical thinking.
• Excellent written and verbal English communication.
• Customer-service orientation and desire to help users.
• Familiarity with Windows OS and IT fundamentals.

Responsibilities

• Respond to and resolve user requests via tickets, email, and phone.
• Troubleshoot application issues and provide first-level support.
• Document and track tickets in the support management system.
• Escalate complex issues to senior engineers when needed.
• Provide clear guidance to non-technical users.
• Collaborate with cross-functional teams to resolve system issues.
• Maintain up-to-date knowledge of supported applications and systems.
• Assist with user training and onboarding for new applications and systems.

Skills

Problem solving

Communication

Customer service

Multitasking

Attention to detail

Willingness to learn

Windows basics

Ticketing systems

English fluency

Chinese language

Education

IT/CS degree

Tools

Ticketing systems

Job description

Respond to and resolve user support requests via ticketing systems, email and phone in a timely and professional manner

Troubleshoot application-related issues and provide first-level technical support to end-users

Document and track all support tickets and resolutions within the support management system

Escalate complex technical issues to senior support engineers or development teams when necessary

Provide clear and concise technical guidance to non-technical users

Collaborate with cross-functional teams to identify and resolve system issues

Maintain up-to-date knowledge of supported applications and systems

Contribute to the development of support documentation and knowledge base articles

Monitor application performance and alert relevant teams to potential issues

Assist with user training and onboarding for new applications and systems

What we're looking for

Recent graduate or early-career professional with a background in IT, Computer Science, Information Technology or related field

Strong problem-solving skills and the ability to think logically when diagnosing technical issues

Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users

Customer service orientation with a genuine desire to help users resolve their problems

Ability to multitask and work effectively in a fast-paced support environment

Attention to detail and organisational skills for managing support tickets and documentation

Willingness to learn and develop technical expertise in various applications and systems

Basic knowledge of Windows operating systems, troubleshooting and IT fundamentals

Familiarity with IT support best practices or ticketing systems is advantageous

Fluency in English; additional language skills such as Cantonese or Mandarin are beneficial