Job Description

As a Standard Tier 1 Support Agent, you will be responsible for delivering frontline technical support to end users by resolving common technical issues and ensuring efficient service delivery. You will serve as the first point of contact for support inquiries, applying your technical troubleshooting skills and customer service expertise to deliver timely and effective solutions. Complex or elevated issues will be escalated appropriately, while clear communication and a user-focused approach will be key to maintaining a high-quality support experience.

Key Responsibilities

• Respond to user inquiries, service requests, and incident reports through approved support channels.
• Troubleshoot and resolve basic hardware, software, network, and security-related issues.
• Communicate clearly and professionally with users and escalation teams throughout the resolution process.
• Follow up on open tickets to ensure user satisfaction prior to closure.
• Escalate issues requiring elevated permissions or advanced troubleshooting to Tier 2 support.
• Maintain accurate and detailed documentation of support actions and solutions.
• Manage and prioritize assigned tickets effectively to meet SLA targets.
• Apply company procedures, policies, and technical knowledge to resolve user issues efficiently.

Job Requirements

• Educational Background: Degree in Information Technology or a related field. Previous experience in helpdesk or desktop support environments preferred.
• Skills: Familiarity with operating systems including Windows, macOS, iOS, and Android. o Basic understanding of networking concepts and video conferencing technologies.
• Competency with commonly used support tools and ticketing systems.
• Proficient in English and Mandarin (spoken and written)
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Excellent customer service and interpersonal skills; calm and courteous under pressure.
• Good troubleshooting and analytical abilities.
• Ability to work collaboratively in a multicultural and fast-paced environment.
• Self-motivated and eager to learn new technologies and procedures.
• Reliable and adaptable to shift-based work schedules.

Skills