Job Summary
We are seeking an experienced customer-focused and technically proficient Service Desk Engineer 4 to 8 years’ experience to provide Level 1/Level 2 IT support for end users across the globe. The ideal candidate need to have strong troubleshooting skills, excellent communication abilities, and experience working in enterprise IT environments supporting Windows, Microsoft 365, mobile devices, and end-user computing services
Key Responsibilities
Provide first-line and second-line IT support through phone, chat, email, and ITSM tools. • Serve as the Single Point of Contact (SPOC) for end-user incidents and service requests. • Diagnose and resolve issues related to: o Windows 10/11 and macOS o Microsoft 365 (Outlook, Teams, OneDrive, Office Applications) o VPN and Remote Access o Active Directory & Password Resets o Printers and Peripheral Devices o Mobile Devices (iOS/Android) o Basic Network Connectivity Issues • Record, categorize, prioritize, and track incidents in ServiceNow or equivalent ITSM platform. • Ensure compliance with SLA and KPI targets. • Escalate unresolved issues to appropriate resolver groups while maintaining ownership until closure. • Provide regular updates to users regarding ticket status and resolution progress. • Coordinate with Field Support Services (FSS), Infrastructure, Network, Security, and Application teams as needed. • Contribute to knowledge management by creating and updating knowledge articles. • Support major incidents, planned maintenance activities, and service improvement initiatives. • Follow ITIL-based Incident, Request, Problem, and Change Management processes. • Deliver high customer satisfaction through professional communication and effective issue resolution
Skill Requirements
Hands-on experience with and Microsoft certified: o ServiceNow (or equivalent ITSM tools) o Microsoft 365 Administration o Windows 10/11 Support o Active Directory / Entra ID o VPN and Remote Access Support o Intune / Endpoint Management o Printer and Peripheral Support o Basic Networking (TCP/IP, DNS, DHCP, Wi-Fi) • Knowledge of ITIL framework and support processes. • Experience supporting both on-site and remote users.
Other Requirements
Experience supporting multinational environments. • Knowledge of Citrix/VDI environments. • Exposure to Azure, Intune, and Endpoint Security tools. • Experience supporting mobile device management platforms. • Understanding of automation and self-service support models. Qualifications • Bachelor\'s Degree in Computer Science, Information Technology, or related discipline. • ITIL Foundation Certification preferred. • Microsoft Certifications are desirable. Key Competencies • Customer-first mindset • Strong analytical and troubleshooting skills • Excellent verbal and written communication in Mandarin and English • Ability to work under pressure and manage multiple priorities • Strong documentation and ticket management discipline • Team collaboration and stakeholder management
Strong communication skills, a positive attitude, and flexibility to work in shift-based operations.\\\\r\\\\nGood knowledge of Windows, basic networking, Microsoft 365, Intune, and Azure.\\\\r\\\\nExperience supporting customers through phone and chat channels\\\\r\\\\n