Helpdesk Support Specialist

Athena Innovations (HK and China) Limited; Hong Kong; On-site; HKD 180,000 - 300,000; Full time

Job summary

Athena Innovations (HK and China) Limited is seeking a Helpdesk Support Specialist to join our IT Support team. You will provide first and second level application support for Athena travel management software via remote access, email, and phone, ensuring issues are resolved quickly and efficiently.

The ideal candidate has a Diploma or IT certificate, at least 2 years in application or IT helpdesk, and strong English and Mandarin communication.

Qualifications

• Diploma or certificate in IT or related field.
• Minimum 2 years in application support or IT helpdesk.
• Strong communication in English and Mandarin.
• Experience with software installation and user support.
• Familiar with Windows and Microsoft Office.
• Basic knowledge of SQL or databases.
• Willing to travel occasionally for client implementation.

Responsibilities

• Provide first and second level application support via remote, email, and phone.
• Install, configure, and upgrade Athena on customer PCs and servers.
• Diagnose, troubleshoot, and resolve software issues to ensure smooth operations.
• Log, track, and resolve support cases.
• Collaborate with internal teams to test fixes and system updates.
• Support onboarding, implementation, and user training for new clients.
• Improve support processes and workflows.
• Provide on-site support when required.

Skills

English

Mandarin

Troubleshooting

Customer service

Windows OS

SQL basics

Education

Diploma or IT certificate

Job description

About the role Athena Innovations is looking for a Helpdesk Support Specialist to join our IT Support team. In this role, you will provide technical support to internal and external users, ensuring issues are resolved quickly and efficiently. You will play a key role in maintaining system stability and delivering a high level of customer service to support smooth business operations.

What you'll be doing

Provide first and second level application support for Athena (mid-back-office travel management software) via remote access, email, and phone.

Install, configure, and upgrade Athena on customer PCs and servers.

Diagnose, troubleshoot, and resolve software issues to ensure smooth system operations for customers.

Manage support cases by ensuring all issues are properly logged, tracked, and resolved.

Work closely with internal support and development teams to investigate issues, test fixes, and implement system updates.

Support customer onboarding, system implementation, and user training for new clients.

Participate in continuous improvement of system processes and support workflows.

Provide on-site support when required for implementation and troubleshooting.

What we're looking for

Minimum Diploma, or Professional Certificate in IT or related field.

Minimum 2 years of experience in application support, IT helpdesk, or software support.

Strong interest in software systems, troubleshooting, and problem-solving.

Good communication skills with proficiency in English and Mandarin (to liaise with English and Mandarin speaking customers).

Experience in software installation, configuration, and user support.

Familiar with Windows operating systems and Microsoft Office tools.

Basic knowledge of SQL or databases is an advantage.

Self-motivated, proactive, and able to work independently as well as in a team.

Experience in travel industry or enterprise software support is an added advantage.

Willing to learn and grow in a fast-paced software environment.

Willing to travel occasionally for customer implementation and support.

What we offer

Innovative and collaborative working environment

Opportunities for continuous learning and career development

5-day work week (Monday to Friday, 9:00 AM - 6:00 PM)