Why SoftwareOne?

Today SoftwareOne is a global leader in software and cloud portfolio management and is modernizing the way organizations budget and optimize their global IT spend from on-premises to the cloud. SoftwareOne Hong Kong is a fast growing company which can provides lots of growing opportunities to our staffs.

The role

The System Support Engineer is a Level 1 resource and is responsible for

· 7 x 24 support on-shift support, with 12 hours each shift.

· Be the first point of contact for our Service Support Team.

· Log incidents, prioritize service requests, and provide regular ticket updates.

· Drive to deliver outstanding customer care

· Promptly identify issues, agree on priorities, and allocate tickets/calls in a timely manner according to company SLAs.

· Log all incidents with detailed documentation and troubleshooting steps, with support from the team’s tiered engineers and maintain detailed records of incidents and the steps taken to resolve them.

· Develop and implement simple scripts, if needed to automate system verifications and other tasks.

· Project delivery as a second priority

What we need to see from you

The candidate should possess as much as possible of the following skills

· 2 to 3 years as support engineer

· Fluently speaking in Cantonese; Good speaking in English, and preferably Mandarin.

· Good writing skill of English and Chinese.

· Good communication skill

· Good written and verbal communication skills, enabling confident and effective liaison with clients over the phone and by email.

· Demonstrate the ability to provide calm and confident service when communicating with the team, clients, end users, and third parties via telephone, email, and remote support tools.

· Experience/Knowledge on supporting Microsoft Azure and/or AWS Services

· Experience on supporting Active Directory, Group policy, Exchange Service and Microsoft 365 Services, preferable Microsoft Defender, Purview or Microsoft security environments

· Azure or AWS: Compute, Storage, Networking, Security groups

· Operation experience on backup and restore, and preferable disaster recovery

· Willing to learn new technology and skill

Desirable Technical Skills & Certifications

Any combination of the following certifications. On-job training will be provided

· Azure Fundamentals

· AWS Cloud Practitioner

· Microsoft 365 Fundamentals

Job Function

Software & Cloud Services