Job Responsibilities

1. Fault Diagnosis and Resolution: Support in-depth analysis and resolution of complex problems that engineers cannot solve, including software, hardware, network, and other related technology issues.
2. System Installation and Upgrade: Install, configure, and upgrade computer systems, software applications, printers, and other related hardware.
3. User Training: Provide users with training on the use of software and hardware to enhance their technological efficiency.
4. Care and Maintenance: Regularly inspect and maintain hardware to ensure optimal operation, and perform necessary software updates.
5. Remote Support: Use remote desktop tools to support users and resolve their technical issues across different locations.
6. Documentation and Reporting: Record all technical issues and solutions for future reference and report writing.
7. Knowledge Base Maintenance: Share experience and knowledge with team members, update the knowledge base, and help improve the knowledge base system.
8. Work with Vendors: Collaborate with hardware and software vendors for technical support or warranty management.
9. Security: Ensure the security of users’ computers, networks, and data, and assist in implementing the company’s IT security policies.
10. Project Support: Provide technical support for specific IT projects or lead projects as needed.
11. Continuous Learning: Continuously update skills and knowledge to adapt to the evolving technological environment.
12. Teamwork: Collaborate with frontline support teams, system administrators, network engineers, and other IT professionals to effectively resolve technical issues.

Qualifications

1. Education: A degree in computer science, information technology, or related fields. Relevant professional certificates or diplomas combined with practical work experience are also acceptable.
2. Experience: At least 2-3 years of relevant IT support experience, particularly in desktop support.
3. Skills and Knowledge:
   • Familiarity with Windows, Mac OS, and other mainstream operating systems.
   • Proficiency in mainstream office software, such as the Microsoft Office suite.
   • In-depth understanding of hardware problem diagnosis and repair.
   • Basic knowledge of networks, including TCP/IP, WLAN, and VPN.
   • Ability to diagnose and solve common software and hardware faults.
4. Communication Skills: Excellent oral and written communication skills, with the ability to effectively communicate with non-technical users.
5. Problem-Solving Skills: Strong analytical skills for diagnosing technical problems and innovative problem-solving abilities.
6. Teamwork: Ability to work collaboratively with team members and other departments.
7. Continuous Learning: Strong interest in technology and a willingness to learn new technologies and tools.
8. Specific Skills: Depending on the company’s needs, other specific skills or knowledge may be required, such as expertise in particular software applications or tools.
9. Professionalism: Honesty, reliability, good time management, and organizational skills, along with a high sensitivity to protecting user and company data.