Application Support Engineer — Solve Tech, Empower Users

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

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.