Company and job overview
Our client is an IT company.
Job Responsibilities
Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
Collaborate with team peers to provide best-in-class customer service for aligned tasks.
Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
Should have a basic understanding of Major Incident Management (MIM).
Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar).
Job Requirements
2-7 years of experience in Service Desk/Technical Support.
An ITIL certification is desirable.
Mandatory - Mandarin Language Certification: HSK Level 4+ and/or BCTL Advanced Level.
Provide support through Calls, Emails and self-service tickets and should be willing to work in 24*7 rotational shift environment.
Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.
Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
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