Support Engineer (Level 1)

About the role

Are you motivated to deliver outstanding customer support and be the first line of defense in a fast‑paced IT environment? As a Support Engineer at SoftwareOne you will provide Level 1 on‑shift support, troubleshoot issues and help customers maximize the value of their solutions.

Key responsibilities

• Provide Level 1 on‑shift support during 9‑hour shifts, acting as the first point of contact for the Service Support Team and handling incoming tickets and calls.
• Log incidents, prioritize service requests, and maintain regular ticket updates in accordance with company SLAs to ensure timely resolution.
• Deliver outstanding customer care by quickly identifying issues, agreeing on priorities with users, and efficiently allocating tickets or calls to the appropriate resources.
• Document all incidents with detailed troubleshooting steps, collaborate with higher‑tier engineers when needed, and ensure knowledge transfer for future reference.
• Develop and implement simple scripts to automate system verifications and related routine tasks, improving efficiency and reducing manual effort.
• Support project delivery as a secondary responsibility, assisting with implementation activities and coordination as required.

Required profile

• Fluency in Cantonese combined with strong communication skills in English and preferably Mandarin to interact effectively with diverse customers.
• Strong customer‑service mindset, capable of communicating confidently via phone, email, and virtual collaboration tools while maintaining professionalism.
• Excellent problem‑solving, troubleshooting, and organizational abilities with meticulous attention to detail in documenting and tracking issues.
• Willingness to continuously learn new technologies and develop technical expertise within a fast‑paced support environment.
• Ability to work collaboratively within a team, managing multiple priorities and escalating issues appropriately.

Required skills

• Experience with Microsoft cloud services such as Azure and Microsoft 365.
• Familiarity with Amazon Web Services (AWS) cloud platform.
• Knowledge of Active Directory for identity and access management.
• Understanding of Microsoft Exchange for email and calendaring services.
• General proficiency with Microsoft technologies and related platforms.