MS Engineer L1 (English, Cantonese, Mandarin speaker)
Core
Provide first-line managed IT support to clients by identifying, investigating, and resolving technical incidents to ensure operational continuity and meet SLAs.
Role type
L1 IT Support Engineer (Helpdesk)
Builds
IT infrastructure and systems operational status for clients
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
incident investigation, root cause analysis, troubleshooting, SLA management, helpdesk ticketing, customer communication, shift flexibility
Preferred skills
IT diploma or degree, entry-level experience, relevant certifications
Technologies
helpdesk database, CRM, ticketing system
Responsibilities
Respond to customer calls, emails, and chats; provide technical support for PCs, applications, and peripherals; identify common incidents and reduction opportunities; investigate assigned incidents and isolate defects; log all interactions in ticketing systems; monitor client infrastructure; escalate issues when necessary.
Seniority
Entry-level IC
