Responsibilities
* Provide daily technical support and handle requests from end users.
* Resolve cases received from tickets, emails and walk-ins.
* Create and update cases via ticketing system.
* Handling of desktops, laptops and mobile phones.
* Maintain system documentation, hardware & software inventory.
* Provide other IT-related support as required.
* Participate in projects.
* Perform other ad-hoc duties.
* Knowledge on desktop, networking, and general PC applications, like Microsoft 365.
* Willing to listen, learn, is hardworking, a team player and a committed person.
* Has excellent communication skills in Chinese and English
Profile required
* Minimum 2+ years with hands-on experience in IT helpdesk or desktop support position.
* Self-motivated, strong problem solving and analytical skills.
* Able to work with minimal supervisions.
* Ability to work under strict deadlines is a must.
* Great organization and time management skills.
* Ability to multi-task and handle pressure.
* Knows how to use or have a knowledge on Active Directory, ADSI, Computer/Configuration Management, DFS Management, DHCP, DNS, Event Viewer, ODBC Data Sources, Print Management, Registry Editor, Remote Desktop, System Configuration, Task Scheduler, Control Panel, SCCM, Command Prompt, PowerShell, etc.…
* Has basic knowledge and troubleshooting related to Networking:
o TCP/IP, VPN, Switches, Cable Patching
* Has Knowledge in writing scripts (in any programming languages) or macros will be an advantage, but not required.
* Knows how to support and troubleshoot Windows 10/11 requests/problems.
* Knows how to use or have a knowledge about Microsoft products such as, OneDrive, Outlook, Excel, Word, PowerPoint, OneNote, Teams, Skype for Business, Visio, Access, Microsoft Endpoint Manager - Microsoft Azure, Microsoft Intune
* Knows how to support and troubleshoot any Microsoft Office request/issues.
* Experience in handling/managing Hardware Support and Maintenance such as:
a. Laptop, desktop, docking stations and other computer peripherals):
o Maintenance: hardware configuration, software/application installation, BIOS & Device Driver upgrades
o Knows how to support and troubleshoot any hardware requests/incidents
b. Mobile phone (iOS and Android)
o Maintenance: mobile configuration, work (business) software/application installation and upgrades
o Knows how to support and troubleshoot any mobile requests/issues