Global Technical Support Engineer

TOPPAN Security; Hong Kong; On-site; HKD 220,000 - 320,000; Full time

Benefits offered by this job

Cutting-edge technology

International working environment

Competitive compensation

Career development

Global travel opportunities

Job summary

TOPPAN Security is seeking a motivated Technical Support Engineer to support and maintain solutions deployed across customer sites. You will act as a technical point of contact, diagnosing incidents and ensuring services are restored within SLAs.

The role spans software, infrastructure, servers and databases, requiring collaboration with customers, partners, field engineers and development teams in an international environment.

Qualifications

• 3+ years of experience in Level 1 and Level 2 technical support.
• Engineering degree or relevant technical qualification.
• ITIL Foundation certification or strong knowledge of ITIL principles.

Responsibilities

• Provide Level 1 and Level 2 technical support to customers.
• Deliver professional support in line with SLAs within an ITIL framework.
• Diagnose, investigate, and resolve software, infrastructure, server, and database issues.
• Manage incidents, service requests, problems, and assets; update tickets.
• Proactively identify issues that could impact customer systems.
• Collaborate with customers, partners, field engineers, and internal teams to resolve issues.
• Perform root cause analysis for system failures and monitor recurring incidents.
• Prepare documentation covering incident causes, resolutions and actions.

Skills

Level 1 Support

Level 2 Support

English communication

Education

Engineering degree

Tools

ITIL

Job description

TOPPAN Security is seeking a motivated Technical Support Engineer to support and maintain solutions deployed across customer sites. You will act as a technical point of contact, diagnosing incidents and ensuring services are restored within SLAs.

The role spans software, infrastructure, servers and databases, requiring collaboration with customers, partners, field engineers and development teams in an international environment.