Overview:
Today SoftwareOne is a global leader in software and cloud portfolio management and is modernizing the way organizations budget and optimize their global IT spend from on-premises to the cloud. SoftwareOne Hong Kong is a fast growing company which can provides lots of growing opportunities to our staffs.
Responsibilities:
The System Support Engineer is a Level 1 resource and is responsible for
7 x 24 support on-shift support, with 12 hours each shift.
Be the first point of contact for our Service Support Team.
Log incidents, prioritize service requests, and provide regular ticket updates.
Drive to deliver outstanding customer care
Promptly identify issues, agree on priorities, and allocate tickets/calls in a timely manner according to company SLAs.
Log all incidents with detailed documentation and troubleshooting steps, with support from the team's tiered engineers and maintain detailed records of incidents and the steps taken to resolve them.
Develop and implement simple scripts, if needed to automate system verifications and other tasks.
Project delivery as a second priority
Qualifications:
The candidate should possess as much as possible of the following skills
2 to 3 years as support engineer
Fluently speaking in Cantonese; Good speaking in English, and preferably Mandarin.
Good writing skill of English and Chinese.
Good communication skill
Good written and verbal communication skills, enabling confident and effective liaison with clients over the phone and by email.
Demonstrate the ability to provide calm and confident service when communicating with the team, clients, end users, and third parties via telephone, email, and remote support tools.
Experience/Knowledge on supporting Microsoft Azure and/or AWS Services
Experience on supporting Active Directory, Group policy, Exchange Service and Microsoft 365 Services, preferable Microsoft Defender, Purview or Microsoft security environments
Azure or AWS: Compute, Storage, Networking, Security groups
Operation experience on backup and restore, and preferable disaster recovery
Willing to learn new technology and skill
Desirable Technical Skills & Certifications
Any combination of the following certifications. On-job training will be provided
Azure Fundamentals
AWS Cloud Practitioner
Microsoft 365 Fundamentals
Share this job:
Share this Job
