Helpdesk Engineer

Primetech Technology Limited; Hong Kong; On-site; HKD 120,000 - 180,000; Full time

Job summary

Primetech Technology Limited is seeking a Helpdesk Support Engineer for a top-tier investment bank in Hong Kong. This hands-on role provides exposure to end-user IT support, hardware and software handling, and in-house applications with emphasis on rapid incident resolution and customer service.

The successful candidate will provide 1st level support by phone and e-mail, document all cases, escalate where needed, and coordinate with senior staff to ensure service levels are met while maintaining

Qualifications

• Higher Diploma in Information Technology or equivalent.
• 1–2 years in customer service, call centre, or hospitality.
• Hands-on experience with Office tools and first-level helpdesk support.
• Good knowledge of IT trends and gadgets.
• Strong communication skills in English (telephony, written).

Responsibilities

• Provide first-level end-user support via telephone, web, and e-mail for in-house applications and standard PC hardware/OS.
• Log Service Desk calls and document resolutions.
• Escalate issues to 2nd/3rd level support per SLA.
• Troubleshoot PC hardware, notebooks, printers, and standard software.
• Maintain case status, communicate with team leads, and update knowledge bases.

Skills

Communication

Inter-personal skills

Written English

Education

Higher Diploma in Information Technology

Tools

Office tools

Helpdesk software

Job description

Summary:

Our client, a top tier investment bank is looking for a Helpdesk Support Engineers to join their team. This is a great opportunity for a talented, young professional to join a strong, tightly knit group in a technical and hands-on role.

Job Description:

• Provide support and resolution on 1stlevel end-user telephone/web/fax enquires & issues on in-house applications and standard PC and notebook problem related to Hardware & /Operating System.


• Logging of Service Desk Calls and documentation of all user requests and problem resolutions.


• Escalate problems to 2nd and 3rdlevel support with agreed SLA is necessary.


• Trouble shooting PC Hardware, Notebook, PDA, Printer/Print Server, MS Win 2K-Vista, Internet Browser, Standard Microsoft, Lotus Notes Client and other in-house application problems.


• Take responsibility for call resolution, track and see-through to issue resolution


• Maintain close communication with team lead and senior management re: major incidents and reporting.


• Be able to receive and respond to incoming calls, and/or e-mails regarding workstation and peripheral performance and use requests


• Escalate unresolved cases to relevant second level support team and external service providers


• Keep track the case status and make escalation to vendor/related parties whenever applicable


• Maintain operational documents and perform appropriate procedures for problem and change management
  

Job Requirement:

• Higher Diploma in Information Technology or equivalent


• Have worked in related field for min 1 to 2 years (Customer service / Call Centre / Hospitality)


• Have 1 yr hands-on practical working experience in usage of Office tools and helpdesk for the first level support.


• Good knowledge of IT trends and gadgets.


• Have excellent Communication (especially telephony), inter-personal & written skills in English.


• Be customer and service oriented, positive working attitude. This is an opportunity to put your career on the fast track in a dynamic and professional environment. Salary will be commensurate with qualifications and experience, experienced candidates will be considered as a senior position (Senior Helpdesk Support / Helpdesk Specialist)