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The Role Reporting to IT Infrastructure Solutions Manager, the job holder’s major responsibilities are to: Serve as the first point of contact for IT support requests, providing technical assistance through phone, email, chat, self-service portal and remote support Log, prioritize, categorize, and track incidents and service requests using the ITSM system; ensure tickets are managed and resolved within agreed SLA targets Troubleshoot hardware, software, operating system, network, and user account issues; escalate unresolved issues to senior support teams Install, configure, and support desktops, laptops, mobile devices, printers, and peripherals; support Microsoft O365 applications and standard business applications Perform user account administration, password resets, and access management tasks; support meeting room technologies and collaboration equipment Deliver high-quality support services to achieve excellent customer satisfaction levels Assist in compiling monthly Service Desk operational reports and statistics Participate in the non-business hours on-call emergency support for critical IT incidents Support system & network infrastructure projects, including equipment upgrades, capacity expansion, and rollout of new system & network services Provide hands-on technical support for complex network, security, and infrastructure issues The Person The ideal candidate should have / be: Diploma or above in Information Technology, Computer Science, or related discipline 5 years of experience in IT support, Help Desk, or Service Desk operations, including system and network administration Working knowledge of Microsoft Windows 11, Microsoft O365 Applications, basic Active Directory administration, desktop and laptop support, basic networking, and Terminals Operation systems Professional certifications such as ITIL Foundation, CCNA, cloud-based server certifications, CompTIA A+ or equivalent are preferred Good command of written and spoken English, Chinese, and Mandarin Excellent customer service skills with strong verbal and written communication skills; problem-solving and analytical abilities; attention to detail Team-oriented with willingness to learn and adapt; ability to work in a fast-paced environment and handle multiple tasks effectively Candidates with less experience may be considered for the position of Assistant Technology Analyst Fresh graduates with strong technical aptitude may also be considered We offer competitive remuneration package to the right candidate(s). Please apply in confidence with full resume, present and expected salary and contact telephone number, by clicking " APPLY NOW ". To know more about our Company and benefits, please click Video to view for further details. We are an equal opportunity employer and welcome applications from all qualified candidates. Personal data collected will be treated in the strictest confidence and only be used for recruitment related purpose. Applicants not invited for interview in 6 weeks may consider their application unsuccessful and your personal data will be destroyed after a period of one year.