Technical Support (Shift duty with overnight is required/overnight only)

Job Responsibilities

• Provide dedicated shift support on Major Accounts Technical Support operations, Careline call centre
• Conduct fault diagnosis and troubleshooting, especially ICLnet, SDNet, and other managed data services.
• Prioritize and coordinate fault handling activities to meet tight SLA requirements for major accounts and critical services.
• Perform proactive service monitoring and notify customers of potential issues.
• Handle escalate critical incidents and manage major service outages according to established procedures.
• Support planned or ADHOC service request and change implementations during night shift duty
• Assist to prepare incident reports log for team supervisor review
• Handle customer enquiry in a professional manner and maintain service ticketing and case log
• Coordinate different teams to perform troubleshooting and monitoring for fast, effective service restoration

Job Requirements

• Degree holder in Telecommunications, Computer Science, Information Technology, Electronic Engineering, or a related discipline
• Minimum 2–3 years of experience in network operations, technical support, call center operations, or NOC environments
• Hands-on experience with managed data services, specifically SDNet, ICLnet, enterprise WAN/LAN, leased lines, and router/switch configuration
• Strong problem-solving, analytical, and incident-coordination skills under pressure during critical outages
• Excellent command of spoken and written English and Cantonese
• Must be willing to work shift duties, including weekends and Public Holidays, to provide 24/7 technical support.