Level 1 and Level 2 IT support

E.C. Fix Technology Limited; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Benefits offered by this job

Health and wellness initiatives

Training for IT certifications

Career progression paths

Flexible working arrangements

Job summary

E.C. Fix Technology Limited is seeking enthusiastic Level 1 and Level 2 IT Support professionals to join our Central and Western District team in Hong Kong.

You will be at the frontline of our IT operations, handling user inquiries to ensure the smooth running of our systems and infrastructure. The role offers opportunities for IT certification training, structured career progression, and a supportive, collaborative environment.

Qualifications

• GCSE Maths and English (or equivalent) as a minimum requirement.
• CompTIA A+, CompTIA Network+, Microsoft MCP or similar IT certification (or willingness to pursue relevant certifications).
• Proven experience in Level 1 or Level 2 IT support, help desk or technical support roles (preferred but not essential for motivated candidates).
• Solid understanding of Windows and/or macOS operating systems.
• Basic knowledge of networking concepts, including TCP/IP, DNS and DHCP.

Responsibilities

• Responding to user support tickets and calls in a timely and professional manner, logging all interactions in our ticketing system.
• Providing first-line technical support to diagnose and resolve common hardware and software issues.
• Escalating unresolved issues to Level 2 support or specialised teams when appropriate.
• Troubleshooting desktop, laptop, printer and peripheral hardware problems.
• Assisting with software installations, updates and configuration.
• Providing remote and on-site support to end-users as required.
• Maintaining documentation of issues, resolutions and workarounds for knowledge base purposes.
• Performing basic network diagnostics and connectivity troubleshooting.
• Supporting the deployment of new hardware and software across the organisation.
• Contributing to IT service improvements and identifying opportunities to enhance support processes.

Skills

GCSE Maths

GCSE English

CompTIA A+

CompTIA Network+

Microsoft MCP

IT support experience

Tools

Ticketing system

Remote support tools

Job description

About the role

E.C. Fix Technology Limited is seeking enthusiastic and customer-focused Level 1 and Level 2 IT Support professionals to join our growing technical support team. This is a full-time position based in the Central and Western District. In this role, you will be at the frontline of our IT operations, providing essential technical support to our users and ensuring the smooth running of our systems and infrastructure. You will progress from handling initial user inquiries to resolving more complex technical issues, making you a vital part of our commitment to delivering exceptional IT services.

Key responsibilities

As a Level 1 and Level 2 IT Support professional, your day-to-day responsibilities will include:

Responding to user support tickets and calls in a timely and professional manner, logging all interactions in our ticketing system

Providing first-line technical support to diagnose and resolve common hardware and software issues

Escalating unresolved issues to Level 2 support or specialised teams when appropriate

Troubleshooting desktop, laptop, printer and peripheral hardware problems

Assisting with software installations, updates and configuration

Providing remote and on-site support to end-users as required

Maintaining documentation of issues, resolutions and workarounds for knowledge base purposes

Performing basic network diagnostics and connectivity troubleshooting

Supporting the deployment of new hardware and software across the organisation

Contributing to IT service improvements and identifying opportunities to enhance support processes

What we're looking for

To thrive in this role, we're seeking candidates with the following skills, qualifications and experience:

GCSE Maths and English (or equivalent) as a minimum requirement

CompTIA A+, CompTIA Network+, Microsoft MCP or similar IT certification (or willingness to pursue relevant certifications)

Proven experience in Level 1 or Level 2 IT support, help desk or technical support roles (preferred but not essential for motivated candidates)

Strong troubleshooting and problem-solving abilities with a logical approach to identifying and resolving issues

Solid understanding of Windows and/or macOS operating systems

Basic knowledge of networking concepts, including TCP/IP, DNS and DHCP

Familiarity with hardware components and peripherals, including printers, monitors and network devices

Excellent communication skills, with the ability to explain technical concepts to non-technical users in clear, jargon-free language

Strong customer service orientation and patience when dealing with frustrated end-users

Ability to work both independently and as part of a collaborative team

Time management skills and the ability to prioritise multiple support requests

Willingness to learn and stay updated with emerging technologies and IT trends

What we offer

E.C. Fix Technology Limited is committed to supporting the professional development and wellbeing of our employees. We offer a competitive package that includes:

Competitive salary commensurate with experience and qualifications

Opportunities for ongoing training and professional development, including support for IT certification programmes

Structured career progression pathways, with opportunities to advance into specialist technical or management roles

A supportive and collaborative working environment with access to experienced mentors and senior technical staff

Flexible working arrangements where possible to support work-life balance

Employee benefits package including health and wellness initiatives

Modern tools and technologies to support your role and professional growth

About us

E.C. Fix Technology Limited is a forward-thinking IT services and hardware engineering company dedicated to delivering innovative technology solutions to our clients. We pride ourselves on maintaining high standards of technical excellence, customer service and professional integrity. Our team is passionate about solving complex technical challenges and supporting organisations in achieving their digital objectives. We foster a culture of continuous learning, collaboration and innovation, where our employees are encouraged to develop their skills and contribute to our collective success. We believe that investing in our people is essential to our growth and reputation in the industry.