We are seeking an IT User Support Engineer to provide technical assistance and support to users within our organization. The ideal candidate will be responsible for troubleshooting, diagnosing, and resolving hardware, software, and network-related issues for Windows, MAC, Laptop, Office 360 and Printer Support.
Key Responsibilities:
Technical Support:
Provide first-line support to end users for hardware, software, and network-related issues.
Respond to service requests and resolve user issues in a timely and efficient manner via phone, email, or in-person.
Diagnose and troubleshoot technical problems, including operating system errors, application issues, and network connectivity problems.
Install, configure, and maintain computer systems, software, and peripherals.
Assist with setting up workstations, network access, and mobile devices.
Incident Management:
Log, track, and prioritize all user support requests using the IT ticketing system.
Escalate complex issues to senior IT support or relevant teams.
Provide feedback to users and ensure a high level of customer satisfaction.
System Maintenance:
Perform routine maintenance tasks such as software updates, backups, and system monitoring.
Assist in software deployments and ensuring systems are updated and secure.
User Training:
Provide basic training to end users on using software, hardware, and IT tools effectively.
Create user documentation and guides for common IT processes and procedures.
Qualifications to bring:
1-2 years of experience in IT User Support.
Can speak Mandarin.
Working Conditions:
5 days a week
Work From Home Set up - (sometimes required to report on clients site)