Technical Support Engineer
2 months ago
Job Responsibilities
- Provide service support including troubleshooting, service request, information inquiry, ticket update, and operation guidance for operating system & application software, network, and information security based on the client's standard software.
- Managing daily operational and maintenance tasks, including Windows OS and Office365 fields, as well as Active Directory (AD) field
- Responsible for writing documents related to system operation and maintenance, updating, and optimizing the knowledge base and workflow.
- Troubleshoot technical issues and escalate complex problems to senior engineers if necessary.
- Handle service requests and provide timely resolutions to user inquiries.
- Update tickets in the ticketing system and ensure all information is accurate and up to date.
- Offer operational guidance for operating systems, application software, networks, and information security.
- To ensure success as a support engineer, you should have extensive knowledge of office systems, good problem-solving skills, and high-level interpersonal skills.
- Collaborate with team members to ensure all user issues are resolved efficiently and effectively.
- Adhere to IT service management standards and best practices.
- Follow and assist in improving the existing processes.
- Superior problem solving and troubleshooting skills in technical areas, respond to information inquiries, updating tickets, and providing operational guidance for operating systems, application software, networks, and information security.
- Proficient in operating system registry, group policy, services, logs, CMD commands, etc., can analyze and solve difficult technical problems.
- Responsible for interfacing with the level 2 team for learning and doing knowledge transfer to the service desk team.
Qualifications:
- Good oral English, fluent in listening, reading, and writing, with good language skills and written report ability.
- Bachelor’s degree or above, 2-5 years related working experience in desktop operation and support.
- Able to work in 7*24 rotational shift.
- Excellent service consciousness, and teamwork spirit.
- Excellent learning ability and cheerful personality.
- Excellent communication and understanding ability.
- Preferred to have ITIL Certification
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