helpdesk support engineer

Fides Solutions Limited; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Job summary

Fides Solutions Limited in Hong Kong is seeking a dedicated helpdesk support professional to provide first-line and second-line technical assistance across hardware, software, and network issues.

You will diagnose problems, guide users, and document resolutions while maintaining security best practices and contributing to smooth IT operations. English fluency is required; Cantonese/ Mandarin are advantageous.

Qualifications

• 2–4 years in helpdesk or IT support
• Strong troubleshooting of hardware, software and network issues
• Proficient with Windows and/or macOS
• Familiar with ticketing systems and IT service management tools
• Excellent customer service and communication skills
• Fluent English; Cantonese/Mandarin advantageous

Responsibilities

• Respond to user support requests via phone, email, and in-person
• Diagnose, troubleshoot and resolve hardware, software and network issues
• Install, configure and maintain IT hardware/software
• Manage user accounts and access permissions
• Document all requests and resolutions in the ticketing system
• Identify recurring issues and escalate to senior IT staff
• Perform routine system maintenance and backups
• Support deployment of new hardware/software
• Maintain information security practices

Skills

Troubleshooting

Customer service

Communication

Independence

Teamwork

Education

CompTIA A+

CompTIA Network+

MCSA

Tools

Ticketing systems

ITSM tools

Remote access

Diagnostic software

Job description

Respond promptly to user support requests via phone, email, ticketing systems and in-person, providing first-line and second-line technical assistance

Diagnose, troubleshoot and resolve hardware, software and network-related issues efficiently and effectively

Install, configure and maintain IT hardware and software across the organisation

Manage user accounts, access permissions and password resets in accordance with security policies

Provide clear technical guidance to non-technical users, explaining solutions in an accessible manner

Document all support requests and resolutions in the ticketing system to maintain comprehensive records

Identify recurring technical issues and elevate them to senior IT staff for permanent solutions

Perform routine system maintenance, updates and backups to ensure optimal IT infrastructure performance

Support the deployment and rollout of new hardware and software applications

Maintain security protocols and assist in implementing information security best practices

What we're looking for

2–4 years of experience in a helpdesk support or similar IT technical support role

Strong proficiency in troubleshooting hardware, software and network connectivity issues

Solid knowledge of Windows and/or macOS operating systems

Familiarity with ticketing systems and IT service management tools

Competent in using remote access and diagnostic software

Excellent customer service skills with the ability to remain calm and professional under pressure

Strong communication and interpersonal abilities to work effectively with diverse user groups

Problem-solving mindset with the ability to work both independently and collaboratively

Relevant IT certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Systems Associate (MCSA) preferred

Fluency in English; Cantonese and Mandarin are advantageous

Proactive approach to continuous learning and staying updated with emerging technologies