IT Helpdesk Engineer

What you will do

• First-line Technical Support:

  • Receive, record, classify, and prioritize IT service requests and fault reports from internal users via telephone, email, instant messaging tools, and the ticket system
  • Provide preliminary fault diagnosis and remote support for desktop (computers, printers, software, etc.) and network
  • Accurately record, update, and track all tickets to ensure that issues are promptly addressed and closed-loop

• System and Account Management:

  • Perform account creation, permission assignment, computer configuration, and onboarding training for new employees
  • Handle account deactivation, permission revocation, and device retrieval when an employee leaves the company
  • Manage daily account operations such as employee password resets and software installation requests

• Hardware and Software Maintenance:

  • Responsible for the installation, configuration, maintenance, and troubleshooting of work equipment such as desktops, laptops, monitors, and printers
  • Install, configure, and update authorized commercial software and security patches

• Document and Knowledge Base Construction

  • Write clear and understandable technical solutions and operating guidelines to enrich the company's internal Knowledge Base
  • Document common issues and their solutions to help improve the overall support efficiency of the team

• Network and System Monitoring:

  • Optimize and configure networks (such as IP configuration, network port troubleshooting)
  • Monitor the operation of daily work components

What you will need to have

• At least 1-2 years of work experience in similar positions (IT Helpdesk, Desktop Support)
• Proficient in the installation, configuration, and troubleshooting of the Windows 10/11 operating system
• Has solid computer hardware knowledge
• Solid experience in network concepts (TCP/IP, DNS, DHCP, VPN)
• Excellent client service awareness and communication skills, able to communicate with non-technical personnel in a patient and clear manner
• Proactive at work, with a strong sense of responsibility and teamwork spirit