helpdesk support engineer

Key responsibilities

• Respond promptly to user support requests via phone, email, ticketing systems and in-person, providing first-line and second-line technical assistance
• Diagnose, troubleshoot and resolve hardware, software and network-related issues efficiently and effectively
• Install, configure and maintain IT hardware and software across the organisation
• Manage user accounts, access permissions and password resets in accordance with security policies
• Provide clear technical guidance to non-technical users, explaining solutions in an accessible manner
• Document all support requests and resolutions in the ticketing system to maintain comprehensive records
• Identify recurring technical issues and escalate them to senior IT staff for permanent solutions
• Perform routine system maintenance, updates and backups to ensure optimal IT infrastructure performance
• Support the deployment and rollout of new hardware and software applications
• Maintain security protocols and assist in implementing information security best practices

What we're looking for

• 2–4 years of experience in a helpdesk support or similar IT technical support role
• Strong proficiency in troubleshooting hardware, software and network connectivity issues
• Solid knowledge of Windows and/or macOS operating systems
• Familiarity with ticketing systems and IT service management tools
• Competent in using remote access and diagnostic software
• Excellent customer service skills with the ability to remain calm and professional under pressure
• Strong communication and interpersonal abilities to work effectively with diverse user groups
• Problem-solving mindset with the ability to work both independently and collaboratively
• Relevant IT certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Systems Associate (MCSA) preferred
• Fluency in English; Cantonese and Mandarin are advantageous
• Proactive approach to continuous learning and staying updated with emerging technologies