
Desktop Support Engineer
2 days ago
**Job Summary**:
**Roles and Key Responsibilities**:
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to understand the root of the problem quickly
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Responsible for remote support for the client’s ERP system (training is provided) towards end users in the client’s organisation group.
- Mandarin speaking is a must.
**Skills and Experience**:
- Proven experience as a help-desk technician, support engineer, or similar IT support role.
People with less experience will be considered for a junior role.
- Educational background: Bachelor's degree or above in Computer Science, Information Engineering, or other related majors.
- Work experience**:About 2 years of experience**in desktop operation and maintenance, familiar with common troubleshooting of desktop devices and office software.
- Handling Different PC Operating Systems ( Windows 7/8 and 10)
- Good knowledge of MS Office tools installation & troubleshooting
- Basic understanding of networking concepts (TCP/IP, DNS, VPN, etc.).
- Strong knowledge of Active Directory, Office365.
- Familiarity with IT ticketing systems and remote desktop tools.
- Excellent customer service and people skills
- Ability to manage time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure.
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