Working Location: Cyberport, Hong Kong

Shift Duty: required, morning (8 am – 5 pm)/afternoon (4 pm – 1 am)/night (12 am – 9 am) shifts。Shift Allowance is provided

1 Year Contract with Optimum Solutions, renewable

PRIMARY RESPONSIBILITIES:

• Responsible in handling internal and external calls from the users regarding IT incidents or service requests;
• Responsible to provide 24x7 remote support to users on various client devices and gaming / non-gaming systems and provide technical guidance to team members to ensure a smooth operation
• Continuous improvement to achieve higher rate of first call resolution;
• Ensuring proper documentation, notification, escalation, tracking, and follow up of all incidents/service request;

QUALIFICATIONS:

Experience

• 1-3 years of relevant IT helpdesk/enterprise remote support experience required; fresh grads with related internship experience are also welcome
• Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platform;
• Possess experience in hardware and software troubleshooting;

Education

• Diploma or equivalent relevant qualifications
• Preferred Certification: ITIL, MCSA, MCSE

Skills / Competencies

• Ability to communicate effectively in English and Cantonese/Mandarin
• Good listening skills & customer service expertise