Support Specialist

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

Are you motivated to deliver outstanding customer support and be the first line of defense in a fast-paced IT environment?

Do you have a passion for troubleshooting, learning new technologies, and ensuring seamless operations for end-users?

Are you ready to grow your technical skills and make a real impact as part of a collaborative support team?

At SoftwareOne, we help organizations maximize the value of their technology investments through world-class cloud, security, and support services. We are looking for a Support Specialist (Level 1) to provide exceptional first-line technical support, ensuring customers receive timely assistance and an outstanding service experience.

As a Support Engineer, you play a critical role in delivering exceptional customer experiences. By providing timely technical support and resolving complex issues, you help ensure our clients maximize the value of their solutions. Your expertise not only strengthens customer trust but also drives retention and growth, contributing directly to the success of our business.

Key Responsibilities:

• Provide Level 1 on-shift support (9-hour shifts), serving as the first point of contact for the Service Support Team.

• Log incidents, prioritize service requests, and ensure regular ticket updates in line with company SLAs.

• Deliver outstanding customer care by promptly identifying issues, agreeing on priorities, and allocating tickets/calls efficiently.

• Document all incidents with detailed troubleshooting steps, collaborating with higher-tier engineers as needed.

• Develop and implement simple scripts to automate system verifications and related tasks.

• Support project delivery as a secondary responsibility.

• Fluency in Cantonese, with strong communication skills in English and preferably Mandarin.

• Knowledge of Microsoft or cloud technologies, including Azure, AWS, Microsoft 365, Active Directory, Exchange, or related platforms.

• Strong customer service mindset with the ability to communicate confidently via phone, email, and virtual collaboration tools.

• Excellent problem-solving, troubleshooting, and organizational skills with strong attention to detail.

• Willingness to learn new technologies and develop technical expertise in a fast-paced support environment.

• Ability to work collaboratively within a team while managing multiple priorities effectively.