Support Engineer

About the role

The System Support Engineer is a Level 1 resource providing on‑shift L1 support for our Service Support Team in Hong Kong. You will be the first point of contact for customers, logging incidents, prioritising requests and ensuring tickets are handled according to company SLAs.

Key responsibilities

• Provide 9‑hour on‑shift L1 support and act as the first point of contact for the Service Support Team.
• Log incidents, prioritise service requests, update tickets regularly and allocate work according to SLAs.
• Document troubleshooting steps and maintain detailed incident records with support from tiered engineers.
• Develop simple scripts to automate system verifications and routine tasks.
• Assist with project delivery as a secondary priority.

Required profile

• 2–3 years experience as a support engineer.
• Fluent Cantonese, good English and preferably Mandarin, with strong written skills in English and Chinese.
• Excellent communication skills and the ability to remain calm when interacting with clients, end‑users and third parties.
• Willingness to learn new technologies and acquire relevant certifications.

Required skills

• Microsoft Azure (Compute, Storage, Networking, Security Groups).
• AWS services (Compute, Storage, Networking, Security Groups).
• Active Directory, Group Policy, Exchange and Microsoft 365 (including Defender and Purview).
• Backup and restore operations, disaster‑recovery concepts.
• Scripting for automation (e.g., PowerShell).