Senior Technical Service Officer - Technical Helpdesk

HKT Teleservices; Hong Kong; On-site; HKD 334,800 - 502,200; Full time

Benefits offered by this job

Attractive incentive bonus

Comprehensive medical coverage

14 days paid annual leave

Job summary

HKT Teleservices in Hong Kong is looking for enthusiastic service-oriented individuals to manage customers’ technical queries effectively. You will provide technical consultancy, manage fault restoration for network security and routers, and coordinate with various teams for seamless service delivery.

The ideal candidate will have a Higher Diploma in IT or related fields with at least 2 years of relevant experience. The role requires strong problem-solving skills and the ability to work 7x24 shifts.

Benefits include a structured training program, attractive bonuses, and comprehensive medical coverage.

Qualifications

• Minimum 2 years’ experience in handling Router/Firewall installation/restoration or equivalent.
• Fluent in speaking/writing in Chinese and English; proficiency in Putonghua is an advantage.
• Willing to perform 7x24 shift duty.

Responsibilities

• Provide technical consultancy and problem solving to customers.
• Manage fault restoration via internal/external referrals and email.
• Handle restoration related to network security, routers, firewall and complex faults.

Skills

Problem-solving

Interpersonal skills

Analytical skills

Networking knowledge

Education

Higher Diploma / Certificate in Computer Science, Electronic/Electrical Engineering or related disciplines

Job description

Job Overview

We require enthusiastic service-oriented individuals to handle customers’ telephone queries and requests in a professional and timely manner. The role includes providing technical consultancy, problem‑solving, fault restoration via internal/external referrals and email, and coordinating with Field Services, Engineering NOC and CPE Field Services.

Core Responsibilities

• Provide technical consultancy and problem solving to customers.
• Manage fault restoration via internal/external referrals and email.
• Handle restoration related to network security, routers, firewall and complex faults.
• Coordinate with Field Services, Engineering NOC, and CPE Field Services for fault restoration.

Required Qualifications

• Higher Diploma / Certificate in Computer Science, Electronic/Electrical Engineering or related disciplines.
• Minimum 2 years’ experience in handling Router/Firewall installation/restoration or equivalent.
• Solid experience in Broadband Internet, Networking, and Router Management.
• Good interpersonal, analytical and problem‑solving skills.
• Fluent in speaking/writing in Chinese and English; proficiency in Putonghua is an advantage.
• Well organized, hardworking, responsible, self‑initiative and able to work under pressure.
• Willing to perform 7x24 shift duty.

Benefits & Compensation

• Structured training programme.
• Attractive incentive bonus, join‑in bonus and shift allowance (if applicable).
• Comprehensive medical coverage.
• 14 days paid annual leave.
• Clear career path.

Equal Opportunity Statement

PCCW is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will be used solely for recruitment purposes.