Solutions Engineer (Hardware & IT support) - 20~25K / Quarry Bay
CA Human Resource Limited
- Company Industries:Trading and Distribution
Job Information
- Post Date:2018-12-06
- Career Level:Entry Level
- Location:Quarry Bay
- Yr(s) of Exp:2 years
- Qualification:Degree
- Salary:HK$20,000 - 25,000 /month
- Employment Type:Full Time
- Others:Full Time
- Job Function:Hardware Support Others
Job Description
Job Duties:
• Provide phone, email and remote support for the own-brand software to customers
• Create and work on support cases in the internal own-brand Helpdesk system
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs
• Coordinate with own-brand software support and development teams when cases require additional assistance
• Report and file bug tickets that come up during troubleshooting
• Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases
• Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum
• Watch and review videos of internal software training sessions and development meetings
• Provide expertise about familiar technical areas
• Identify high priority and critical cases and respond appropriately as it escalates
Requirement:
• Bachelor's Degree in Engineering, Math, or Physical Sciences
• 2-5 years of experience with technical support
• Experience with customer service
• ITIL certification preferred
• Excellent analytical and problem-solving skills
• Effective communicator with good customer service skills
• Familiarity with troubleshooting Microsoft platforms
• Ability to multi-task and prioritize cases based on SLA
• Basic programming skills are a plus (SQL, HTML, CSS , JS, C#, VB.NET)
• Ability to work in a team environment as well as independently
Company Info
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