Support Engineer

Swing Consulting Ltd.; Hong Kong; On-site; HKD 223,200 - 334,800; Full time

Job summary

A technology consulting firm in Hong Kong is seeking an experienced Desktop Support Engineer. The role requires addressing user tickets regarding hardware and software issues, guiding customers through application installations, and troubleshooting problems. Candidates should have a Diploma in Computer Science and proven experience in technical support. Strong problem-solving skills and a customer-oriented attitude are essential for success in this role.

Qualifications

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Working knowledge of Windows, MS Office 2010 or later and common desktop software.
• Ability to perform remote troubleshooting and provide clear instructions.

Responsibilities

• Address user tickets regarding hardware, software, and networking.
• Walk customers through installing applications and computer peripherals.
• Ask targeted questions to diagnose problems.
• Guide users with simple, step-by-step instructions.
• Test alternative pathways until you resolve an issue.
• Customize desktop applications to meet user needs.
• Record technical issues and solutions in logs.
• Direct unresolved issues to the next level of support personnel.
• Follow up with clients to ensure their systems are functional.
• Report customer feedback and potential product requests.
• Help create technical documentation and manuals.

Skills

Problem-solving

Customer service

Multitasking

Education

Diploma in Computer Science or relevant field

Tools

Windows

MS Office 2010 or later

Job description

• Address user tickets regarding hardware, software, and networking.
• Walk customers through installing applications and computer peripherals.
• Ask targeted questions to diagnose problems.
• Guide users with simple, step-by-step instructions
• Test alternative pathways until you resolve an issue.
• Customize desktop applications to meet user needs.
• Record technical issues and solutions in logs.
• Direct unresolved issues to the next level of support personnel.
• Follow up with clients to ensure their systems are functional.
• Report customer feedback and potential product requests.
• Help create technical documentation and manuals.
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Working knowledge of Windows, MS Office 2010, or later and common desktop software.
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills.
• Customer-oriented attitude.
• Diploma in Computer Science or relevant field.