Support Engineer – Level 1 (Customer Support)

About the role

SoftwareOne is seeking a motivated Support Engineer to join its first‑line technical support team. You will be the initial point of contact for customers, delivering prompt assistance and ensuring smooth operation of their IT environments.

Key responsibilities

• Provide Level 1 on‑shift support in 9‑hour shifts, handling incoming incidents and service requests.
• Log, prioritize and update tickets in accordance with company SLAs.
• Identify issues quickly, set priorities, and allocate tickets or calls efficiently.
• Document incidents with detailed troubleshooting steps and collaborate with higher‑tier engineers when needed.
• Develop simple scripts to automate system verification and related tasks.
• Assist with support project delivery as a secondary responsibility.

Required profile

• Fluent in Cantonese with strong English communication skills; Mandarin is a plus.
• Customer‑service mindset with confidence in phone, email and virtual collaboration tools.
• Excellent problem‑solving, troubleshooting and organizational abilities.
• Willingness to learn new technologies and work in a fast‑paced environment.
• Ability to collaborate within a team while managing multiple priorities.

Required skills

• Knowledge of Microsoft or cloud technologies such as Azure, AWS, Microsoft 365, Active Directory, Exchange.
• Basic scripting ability for automation tasks.