Job Description

Are you ready to launch your career in the dynamic field of IT technical support/service desk? Strateq Group is looking for dedicated and enthusiastic individuals to join our team as Technical Support Executives. If you're passionate about technology, eager to learn, and committed to providing excellent customer service, this could be the perfect opportunity for you.

Key Responsibilities

• Provide 24*7 technical support and assistance to end-users at any hour of the day or night, ensuring their issues within the Retail Automation Solution (Hardware, Software, Network and reporting-related issues) are addressed and rectified promptly.
• Troubleshoot and resolve customer's problems within the Retail Automation Solution through phone, email, chat within the company's ticketing system, and remote assistance tools.
• Answer the call and record detailed information about reported incidents or service requests in the company's ticketing system. Manage these incoming requests and prioritize them based on urgency and impact.
• Proactively monitor all crucial dashboards for alerts and escalate them to the relevant parties by following established escalation procedures, or if required, initiate responses according to established Standard Operating Procedures (SOP) of the respective account.
• Assist with software installation, update, or upgrade remotely whenever necessary.
• Ensure that all support activities are in line with SLAs and response time commitments.
• Any other duties as instructed by the Reporting Officer or HOD.

Job Requirements

Requirements

• Minimum Diploma/Advanced Diploma/Degree or higher in any IT-related field.
• Communicate clearly and effectively, both verbally and in writing, with customers, reporting officers, other authorized third parties, stakeholders, etc.
• Adapt to flexible shifts (Shift rotation), work extended hours, and adjust to changing work schedules due to operational requirements or emergencies.
• Must possess a good teamwork spirit, positive attitude, good discipline, commit to ongoing learning and development to stay current in the field, and fully comply with the SOP set by the company and management.
• Proficiency or familiarity with operating system (Windows, Linux, macOS) setup, diagnosis, and basic user operations.
• Familiarity with helpdesk or ticketing systems for incident tracking and management.
• Familiarity with diagnosing and rectifying IT-related issues remotely.
• Required language(s): Proficiency in Cantonese & English is required as this role primarily supports customers based in Hong Kong, Singapore and Malaysia.

Skills