IT Support Specialist

Responsibilities:

• Handle Level 1.5 technical support requests efficiently according to service deliverables.
• Provide remote assistance (calls, emails, chat) to users in local and overseas markets, especially the Chinese-speaking region, to resolve issues that users are facing with their computer system.
• Troubleshoot common hardware, software, and connectivity issues by guiding users with clear instructions and within required timescales.
• Accurately log and document all support activities in the system and in the prescribed format.
• Support setup or configuration issues through remote guidance or in-person communication.
• Ensure SLA targets and performance metrics are consistently met.
• Contribute technical solutions and updates to the knowledge base.
• Any ad hoc duties assign by the Company from time to time.

Requirements:

• Language: Proficient in English and Mandarin (spoken & written) t...