Customer Support Specialist (IT)

About us

Eastech Systems Limited is a forward-thinking technology company dedicated to delivering innovative IT solutions and exceptional customer service. We pride ourselves on our commitment to supporting businesses with cutting-edge technology and comprehensive support services. Our team is passionate about solving complex problems and building long-lasting relationships with our clients.

About the role

We are seeking a Customer Support Specialist (IT) to join our dynamic support team on a full-time basis in Kowloon Bay, Kwun Tong District. In this role, you will be the first point of contact for our customers, providing technical assistance and resolving IT-related issues in a professional and timely manner. This position is crucial to maintaining customer satisfaction and ensuring seamless IT operations for our client base. You will work closely with our technical team to diagnose, troubleshoot and resolve customer concerns, whilst maintaining the highest standards of service delivery.

What you'll be doing

• Respond to customer IT support requests via phone, email, chat and ticketing systems in a prompt and professional manner
• Diagnose and troubleshoot technical issues related to hardware, software, network connectivity and IT applications
• Provide clear explanations and step-by-step guidance to customers to resolve their technical problems
• Log and document all customer interactions, issues and resolutions in the support ticketing system
• Escalate complex technical issues to senior technical staff or engineering teams when necessary
• Maintain comprehensive knowledge of company products, services and IT systems to provide accurate support
• Follow up with customers to ensure their issues have been fully resolved and they are satisfied with the support provided
• Contribute to the development and maintenance of knowledge base articles and documentation
• Identify recurring issues and trends to support continuous improvement of IT systems and processes
• Adhere to service level agreements (SLAs) and performance targets

What we're looking for

• Proven experience in an IT support role, help desk environment or similar customer-facing technical support position

• Strong troubleshooting skills with hands-on experience in diagnosing hardware and software issues

• Knowledge of Windows and/or macOS operating systems

• Experience with remote support tools and ticketing systems

• Excellent communication and interpersonal skills with the ability to explain technical concepts in simple, non-technical language

• Strong problem-solving abilities and attention to detail

• Ability to multitask and manage multiple support requests simultaneously

• Fluency in English and Cantonese (written and spoken) is a must

• Flexibility to adapt to changing priorities and willingness to learn new technologies

What we offer

At Eastech Systems Limited, we are committed to supporting the professional growth and wellbeing of our employees. We offer a competitive compensation package that includes a competitive salary, performance bonuses and comprehensive benefits. Our benefits include medical and dental coverage, life insurance and employee wellness programmes. We provide ongoing training and certification support to help you develop your technical skills and advance your career within the IT industry. We foster a collaborative and supportive work environment where your contributions are valued and recognised. We also offer flexible working arrangements where appropriate and a positive company culture that encourages innovation and teamwork. Career development opportunities are available for high-performing team members, with clear pathways to progression into senior technical support or other IT roles.

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