Roles and Responsibilities:

• Respond to client requests for technical assistance via email, in person, phone, or remote connection.
• Provide Tier 2 support to clients through phone calls, live chat, and the ticketing system.
• Record and update the status of requests in the ticketing system.
• Offer guidance and consultation to Tier 1 support staff.
• Escalate unresolved issues or requests to the appropriate helpdesk for Tier 3 support.
• Ensure timely resolution of issues by gathering necessary information to assess customer impact.
• Manage the installation, configuration, and maintenance of internal systems.
• Participate in various hybrid solution projects, including Exchange Server implementations.
• Provide additional IT support as required by the business.

Qualifications:

• Higher Diploma or above in IT or a related field.
• A minimum of 4-7 years of relevant experience in technical support and administration for all Windows platforms, including Microsoft Exchange Server, Windows 11/10, Microsoft Office 2019/2016, and Windows Server 2019/2016 (including Active Directory Administration and Group Policy).
• Proficiency in Microsoft 365, SQL Server, Azure, Active Directory, Linux, Windows Server, and Exchange Server.
• Understanding of networking concepts such as TCP/IP, LAN/WAN, DHCP, DNS, and experience with routing, switching, and firewalls.
• Hands-on experience with firewalls and switches.
• Familiarity with virtualization software like VMware, as well as Azure, AWS, SQL Server, data storage, HA clusters, Microsoft Remote Desktop Services, and cloud-based architectures.
• Certifications such as MCSE, ITIL, or equivalent are a plus.
• A self-starter who is confident, action-oriented, and results-driven.
• Must be proactive, detail-oriented, and possess strong troubleshooting skills.
• Proficient in spoken and written Chinese, English, and Mandarin.

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