System Support Engineer – Level 1 (IT Help Desk)

About the role

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

Key responsibilities

• Provide Level 1 on‑shift support in 9‑hour shifts, logging incidents and prioritising service requests.
• Maintain ticket updates in line with company SLAs and allocate tickets/calls efficiently.
• Document incidents with detailed troubleshooting steps and collaborate with higher‑tier engineers when needed.
• Develop simple scripts to automate system verifications and related tasks.
• Assist with project delivery as a secondary responsibility.

Required profile

• Fluent in Cantonese with good spoken English; Mandarin is a plus.
• Strong written skills in both English and Chinese.
• Excellent verbal and written communication, able to liaise confidently with clients via phone and email.
• Willingness to learn new technologies and acquire certifications.
• Desirable certifications: Azure Fundamentals, AWS Cloud Practitioner, Microsoft 365 Fundamentals (training provided).

Required skills

• Experience supporting Microsoft Azure and/or AWS services (compute, storage, networking, security groups).
• Familiarity with Active Directory, Group Policy, Exchange, Microsoft 365 services.
• Knowledge of Microsoft Defender, Purview, or other Microsoft security solutions.
• Hands‑on experience with backup, restore, and disaster recovery operations.
• Ability to write simple automation scripts for system checks.

What we offer

• Opportunity to work for a global leader in cloud and software services.
• Access to world‑class learning and development programs.
• Collaborative, multicultural team environment.