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L2 IT Onsite Support

Amaris ConsultingHong Kong

30+ days ago

Job description

Responsibilities :

Provides second-line investigation and diagnosis.
Resolves and closes incidents / service requests as per help desk procedures & allocated timelines.
Escalates unresolved incidents / service requests within agreed timescales.
Ensures tickets are updated at all times until issues are resolved.
Performs staging of PCs, IMAC (Install, Move, Add and Change)
Conducts hardware and software maintenance and support.
Troubleshoots and resolves PC incidents and / or VIP requests.
Local network support and / or assists centralized Network team.

Requirements :

Proven work experience as an IT Support Engineer or similar role.

Proficiency in repairing and troubleshooting PC-related hardware, software, and network issues.

Ability to build software images for laptops and desktops.

Strong communication skills to handle calls from colleagues and customers, providing technical assistance over the phone or email.

Experience in performing remote troubleshooting through diagnostic techniques and pertinent questions.

Familiarity with documenting the implementation of Helpdesk requests / issues through the company’s ticketing system.

Technical coaching and mentoring skills to support other help-desk employees.

Knowledge of desktop configuration management and maintaining accurate inventory for all IT equipment.