Purpose of the role:

Tech support specialist plays a critical and user facing role by building stability out of disorder, investigating issues, and collaborating with people to implement, measure, validate, and streamline the fundamental processes required for ongoing, perpetual business operations. As a Tech Support Specialist, you are the trusted advisor for people at Eight Roads for computer hardware and software needs, providing front-line user support for internal tools and technologies. Assist Head of IT in continually improving and building up a strong business empowered technology.

Responsibilities：

• Provide adequate face-to-face VIP/end-user deskside and remote technical support.

• Software, hardware, and applications support across all corporate platforms and environments.

• Office networking maintenance and hands-on troubleshooting of network issues. Project support and delivery.

• Actively feedback and updates users on requests or issues following up.

• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.

• Local vendor relationship management.

• Responsible for support operations, including health checks, business service requests, production incident investigations, and root cause analysis.

• Manage office environment according to Eightroads technical / security policy.

• Procurement and asset management.

Requirements：

• 3-5 years' experience in L2 or above tech support, desktop support, or a similar role.

• Project management experience within a commercial or financial environment is a plus.

• Proficiency on but not limited to Windows 10, MS365, Intune, iOS, etc.

• Basic knowledge of networking principles and operating systems.

• Excellent VIP support experience.

• Excellent hands-on problem-solving and troubleshooting abilities with efficiency.

• The ability to communicate technical information in an accessible manner to non-technical employees.

• Proactive mindset. Teamwork, dynamic and ability to work under pressure.

• Excellent interpersonal and user expectation management skills, willing to embrace different opinions.

• Good written and verbal communication in English and Mandarin.

• Ability to work effectively under pressure and to tight deadlines.

• ITIL foundation IT Service Management is an advantage.