Support Specialist – Level 1

About the role

SoftwareOne is seeking a motivated Support Specialist (Level 1) to join its fast‑paced IT support team. You will be the first point of contact for customers, delivering timely technical assistance and ensuring a smooth experience across cloud and Microsoft environments.

Key responsibilities

• Provide on‑shift Level 1 support in 9‑hour rotations, logging incidents and prioritising service requests.
• Maintain ticket updates in line with company SLAs and document detailed troubleshooting steps.
• Collaborate with higher‑tier engineers for complex issues and share knowledge.
• Develop simple scripts to automate system verification 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, organisational and attention‑to‑detail abilities.
• Willingness to learn new technologies in a fast‑moving environment.
• Ability to work collaboratively while managing multiple priorities.

Required skills

• Microsoft Azure
• AWS
• Microsoft 365
• Active Directory
• Exchange