Service Desk Engineer - ROW IT Support

Job Responsibilities

• Provide service support including troubleshooting, service request, information inquiry, ticket update, and operation guidance for operating system & application software, network, and information security based on the client's standard software.
• Managing daily operational and maintenance tasks, including Windows OS and Office365 fields, as well as Active Directory (AD) field
• Responsible for writing documents related to system operation and maintenance, updating, and optimizing the knowledge base and workflow.
• Troubleshoot technical issues and escalate complex problems to senior engineers if necessary. Handle service requests and provide timely resolutions to user inquiries.
• Update tickets in the ticketing system and ensure all information is accurate and up to date.
• Offer operational guidance for operating systems, application software, networks, and information security.
• To ensure success as a support engineer, you should have extensive knowledge of office systems, good problem-solving skills, and high-level interpersonal skills.
• Collaborate with team members to ensure all user issues are resolved efficiently and effectively.
• Adhere to IT service management standards and best practices
• Follow and assist in improving the existing processes.
• Superior problem solving and troubleshooting skills in technical areas, respond to information inquiries, updating tickets, and providing operational guidance for operating systems, application software, networks, and information security.
• Proficient in operating system registry, group policy, services, logs, CMD commands, etc., can analyze and solve difficult technical problems.
• Responsible for interfacing with the level 2 team for learning and doing knowledge transfer to the service desk team.

Qualifications:

• Good oral English, fluent in listening, reading, and writing, with good language skills and written report ability.
• Bachelors degree or above, 5+ years related working experience in desktop operation and support.
• Able to work in 7*24 rotational shift.
• Excellent service consciousness, and teamwork spirit.
• Excellent learning ability and cheerful personality.
• Excellent communication and understanding ability.
• Preferred to have ITIL Certification