Helpdesk Engineer: Rapid IT Support & Escalations

Leadingnation; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Leadingnation is seeking a Helpdesk Support Engineer for a client in Hong Kong. You will provide 1st level end-user support for in-house applications, hardware, and OS issues, logging calls and following SLA guidelines.

You will escalate to 2nd/3rd level, communicate clearly with users and team leads, and maintain documentation for incident and change management. A Higher Diploma in IT and 1–2 years hands-on experience are expected, with strong English communication and customer service mindset.

Qualifications

• Higher Diploma in Information Technology or equivalent.
• 1–2 years in a related field (Customer service / Call Centre / Hospitality).
• 1 year hands-on experience with Office tools and first-level helpdesk support.
• Good knowledge of IT trends and gadgets.
• Excellent communication skills in English, both spoken and written.
• Customer- and service-oriented attitude with a positive approach.

Responsibilities

• Provide 1st level end-user support for in-house applications and hardware/OS issues.
• Log Service Desk calls and document all user requests and resolutions.
• Escalate to 2nd/3rd level support per SLA and coordinate with vendors as needed.
• Troubleshoot PC hardware, notebooks, printers, and common in-house apps.
• Maintain call resolution progress and inform team leads on major incidents.
• Respond to incoming calls/emails regarding workstation and peripheral requests.
• Maintain operational documents for problem and change management.

Skills

Customer service

English communication

Telephony

Team collaboration

Education

Higher Diploma in Information Technology

Tools

Microsoft Office

Job description

Leadingnation is seeking a Helpdesk Support Engineer for a client in Hong Kong. You will provide 1st level end-user support for in-house applications, hardware, and OS issues, logging calls and following SLA guidelines.

You will escalate to 2nd/3rd level, communicate clearly with users and team leads, and maintain documentation for incident and change management. A Higher Diploma in IT and 1–2 years hands-on experience are expected, with strong English communication and customer service mindset.