Global Technical Support Engineer (L1-L2) | ITIL | Travel

TOPPAN Security; Hong Kong; On-site; HKD 300,000 - 480,000; Full time

Job summary

TOPPAN Security in Hong Kong is seeking a motivated Technical Support Engineer to support and maintain solutions deployed at customer sites. You will be the key technical contact for customers, diagnosing and resolving incidents quickly while ensuring services meet SLAs.

You will work across software, infrastructure, servers, and databases, collaborating with customers, partners, field engineers, development teams, and internal stakeholders to keep systems running smoothly.

Qualifications

• At least 3 years of Level 1/2 technical support experience.
• Engineering degree or equivalent technical qualification.
• ITIL Foundation certification or knowledge of ITIL principles.
• Experience troubleshooting software and infrastructure incidents.
• Strong ownership and ability to work with minimal supervision.
• Excellent analytical and communication skills.
• English-language communication required; Chinese is a plus.

Responsibilities

• Provide Level 1 and 2 support to customers in IT environments.
• Resolve software, infrastructure, server and database incidents.
• Manage incidents, service requests, problems, and assets with ITIL processes.
• Develop clear incident root causes, resolutions and corrective actions.
• Produce technical documentation and knowledge base articles.
• Collaborate with customers, partners, field engineers and development teams.
• Monitor systems proactively and identify potential issues.
• Travel for system support and rollout activities as needed.

Skills

Technical support (L1/L2)

Strong communication

Ownership / accountability

Analytical problem solving

English proficiency

Education

Engineering degree or technical qualification

Tools

ITIL

Job description

TOPPAN Security in Hong Kong is seeking a motivated Technical Support Engineer to support and maintain solutions deployed at customer sites. You will be the key technical contact for customers, diagnosing and resolving incidents quickly while ensuring services meet SLAs.

You will work across software, infrastructure, servers, and databases, collaborating with customers, partners, field engineers, development teams, and internal stakeholders to keep systems running smoothly.