This is a unique opportunity for an experienced IT professional to be based in Malaysia office, where you will work closely with and lead our technician in Hong Kong. In this role, you will be responsible for providing desktop support and managing some infrastructure tasks for our global offices located in Hong Kong, Singapore, mainland China.
Key Responsibilities:
- Provide and improve IT support services for the APAC region, including managing third-party suppliers
- Coordinate with desktop and infrastructure support teams to deliver remote and on-site assistance
- Manage incidents, ensure security, and maintain end-user devices
- Act as an escalation point and ensure compliance with policies
- Participate in projects, business continuity planning, and out-of-hours support
Qualifications:
- Availability & Support: Must work open shift hours and provide 1st line support for IT-related troubleshooting.
- Issue Management: Escalate unresolved issues to L2 support and take ownership of user problems, ensuring timely communication.
- Ticketing System Proficiency: Familiarity with ServiceNow or similar systems; maintain and update action items promptly.
- Customer Service Excellence: Ensure a high degree of customer service for all queries and manage end-user online request forms.
- Knowledge Maintenance: Keep the knowledge base updated and have experience with remote assistance tools like TEAMS and RDP.
- Excellent communication skills in Chinese and English.
