Responsibilities

• Provide advanced technical support and resolve complex hardware, software, and network issues for end-users and systems.
• Diagnose, analyze, and troubleshoot users’ software and hardware failures, performing basic analysis and escalating the issue to the L2 team if needed.
• Install, configure, and maintain new computer systems, software applications, and peripheral devices following the SOP.
• Manage and prioritize multiple support tickets and customer requests simultaneously, utilizing ticketing systems to track interactions and solutions.
• Collaborate with L2 teams and other IT divisions to reproduce and resolve product defects and address connectivity and performance issues.
• Develop and document troubleshooting procedures, technical documentation, FAQs, and knowledge base articles for use by other support team members and end-users.
• Mentor and provide technical guidance to junior technical support engineers, fostering a supportive and productive work environment.
• Participate in planning and executing IT projects, including Video conference systems, hardware refreshers, OS upgrades, migrations, and software deployments.
• Manage user accounts, permissions, and access rights in various systems, including Active Directory and Google Workspace.
• Liaise with third-party providers and vendors for hardware repairs, warranty services, and specialized support.
• Ensure business-critical task checklists are followed, and all scheduled events are completed correctly and efficiently.
• Provide executive-level support for VIPs, both in the office and sometimes remotely.
• May participate in on-call rotations to provide after-hours technical support as required.

Qualifications

• Minimum of 5 years of experience in technical support, with a significant portion in a senior or lead onsite role.
• Can communicate in English and Chinese
• Proficiency in troubleshooting and resolving complex software and hardware issues.
• Strong knowledge of operating systems such as Windows, Apple iOS and macOS.
• Experience with networking protocols, tools, and troubleshooting techniques (routers, switches, VPNs, firewalls).
• Familiarity with Microsoft 365, Teams, Active Directory, and Azure AD.
• Experience with ticketing systems (e.g., ServiceNow or Jira).
• Understanding of invoicing and PO creation is a plus.

Skills

• Excellent Communication Skills: Both written and verbal, with the ability to explain technical concepts clearly to non-technical users and interact positively with customers.
• Problem-Solving and Analytical Skills: Ability to diagnose root causes and implement effective solutions for complex technical challenges.
• Customer Service Orientation: A commitment to ensuring a positive support experience and high customer satisfaction.
• Time Management and Prioritization: Ability to manage workload efficiently and prioritize tasks in a dynamic environment, especially during urgent issues.
• Leadership and Mentorship: Capability to guide and train junior team members.
• Adaptability: Eagerness to stay updated with new software releases, security threats, and hardware upgrades.
• Attention to Detail: Meticulous in documenting issues and solutions.