MS Engineer L1 (English, Mandarin and Cantonese Speaker)
Core
Provide managed first-line IT support to clients, ensuring operational continuity of their infrastructure and systems by resolving technical incidents and service requests.
Role type
L1 IT Support Engineer (Managed Services)
Builds
IT infrastructure and system operations for client organizations
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
incident investigation, root cause analysis, troubleshooting, SLA management, helpdesk ticketing, customer communication, shift work flexibility
Preferred skills
IT diploma or degree, Mandarin fluency, Cantonese proficiency, entry-level IT experience, relevant certifications
Technologies
helpdesk database, CRM, ticketing system, personal computers, applications, peripherals
Responsibilities
Respond to customer calls, emails, and chats; provide technical support for PC/application maintenance; identify common incidents and reduction opportunities; investigate first-line incidents and isolate defects; log all interactions in ticketing systems; monitor client infrastructure; escalate complex issues to higher levels.
Seniority
Entry level, hands-on IC
