Overview:
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.
Responsibilities:
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?
SoftwareOne is a global leader in cloud and software services. We're hiring a System Support Engineer (Level 1) to deliver outstanding L1 technical support and ensure seamless IT operations for our customers.
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.
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.
Qualifications:
* Fluency in Cantonese, with good spoken English and preferably Mandarin; strong written skills in both English and Chinese.
* Excellent verbal and written communication skills, with the ability to confidently liaise with clients via phone and email.
* Experience supporting Microsoft Azure and/or AWS services, including compute, storage, networking, and security groups.
* Familiarity with Active Directory, Group Policy, Exchange, Microsoft 365 services, and preferably Microsoft Defender, Purview, or other Microsoft security environments.
* Hands-on experience with backup, restore, and preferably disaster recovery operations.
* Willingness to learn new technologies and skills.
Desirable Certifications:
* Azure Fundamentals, AWS Cloud Practitioner, Microsoft 365 Fundamentals (on-the-job training provided).
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