Helpdesk Support Engineer (Day/ Night) (16-23K)

Swing Consulting Ltd.; Hong Kong; On-site; HKD 178,560 - 256,680; Full time

Job summary

A consulting firm in Hong Kong is looking for a Helpdesk Support Engineer to manage Tier-1 hotline operations and assist customers with IT-related issues. The ideal candidate holds a diploma in IT and has customer service experience, preferably in the IT field. Responsibilities include handling service requests through various channels and providing technical support on systems like Windows and Office 365. Proficiency in both English and Chinese is required for effective communication.

Qualifications

• Diploma or above in Information Technology or related discipline.
• One year working experience in customer service area in IT field is preferable.
• Prior experience in providing technical support to clients over the phone will be a definite advantage.

Responsibilities

• Sustain the Tier-1 hotline operation to fulfil customer contract requirement.
• Handle incoming service requests, incidents, and problems via different communication channels.
• Provide frontline helpdesk support on IT-related issues.

Skills

Customer service experience

Technical support skills

Knowledge of Windows

Knowledge of Office 365

Good communication skills

Education

Diploma in Information Technology or related discipline

Tools

Ticketing system

POS systems

Job description

SW8724 |02 Dec 2024 Helpdesk Support Engineer (Day/ Night) (16-23K)

• Sustain the Tier-1 hotline operation to fulfil customer contract requirement and scope of work.
• Handle incoming service requests, incidents, and problems via different communication channels such as phone, email.
• Provide frontline helpdesk support on IT-related issues through omni-channel and log cases to a ticketing system.
• Handle POS related cases & remote troubleshooting.
• Assist in performing any other IT duties as assigned by supervisors.

• Diploma or above in Information Technology or related discipline.
• One year working experience in customer service area in IT field is preferable.
• Prior experience in providing technical support to clients over the phone will be a definite advantage.
• Knowledge on Windows, Office 365, other Microsoft applications & account admin.
• Knowledge on POS is preferable.
• Good command of both spoken and written English and Chinese (including Mandarin).
• Good at Chinese and English typing (Chi & Eng: 30 wpm).