Helpdesk Support Engineer: Rapid IT Troubleshooting

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

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.