Hong Kong Job Openings
BC Technology (Hong Kong) Limited
IT Service Engineer
Causeway Bay
FULL TIME
December 2, 2024
We are seeking a skilled and customer-focused IT Service Desk Technician with at least 2 years experience in a similar role. The ideal candidate will be responsible for providing frontline technical assistance, troubleshooting, and support for end-users. This role requires good communication skills and the ability to diagnose and resolve issues efficiently.
Key Responsibilities
-
Technical Support
- Act as the first point of contact for IT-related inquiries, incidents, and requests.
- Diagnose and resolve hardware, software, meeting room and network issues for laptops, desktops and mobile devices.
- Provide technical support for general computing applications,
-
Device Management
- Deploy and configure devices using Mobile Device Management (MDM) platforms.
- Perform regular updates, patches, and security configurations.
- Manage device enrollments, backups, and recovery processes.
-
User Support
- Provide support for user account management, including permissions, password resets, and authentication issues.
- Perform user onboarding and offboarding process as per documented SOP’s
- Deliver training and guidance to end-users on best practices.
- Resolve connectivity issues related to Wi-Fi and cloud-based services.
-
Incident Management
- Log, track, and prioritize tickets in the IT Service Management (ITSM) system.
- Escalate complex issues to higher-level support when necessary, ensuring timely resolution.
- Document troubleshooting steps and solutions in a knowledge base for future reference.
-
Collaboration and Continuous Improvement
- Identify recurring problems and recommend process improvements or solutions to reduce downtime.
- Stay updated on latest updates, new technologies, and advancements in IT support practices.
Qualifications
- 7 years of experience in mac support;
- Good understanding of IT desk services, corporate systems, technologies, operating systems (mac OS);
- Good knowledge of networking concepts, protocols and technologies, including TCP/IP, DNS, DHCP, VPN, firewalls, routers and switches;
- Hands-on experience with network administration, configuration and troubleshooting
- Ability to work independently and in a team;
- Experience in remote support to people working from home and other remote office;
- Experience and maturity to work in a multicultural environment and ability to communicate ideas, standards and policies with confidence.
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