IT Support Engineer

Responsibilities

1. First-Level Customer Support

2. Serve as the first point of contact for technical support requests via ticketing system, email, or chat.

3. Communicate effectively in English and Chinese (Mandarin) with customers and stakeholders.
4. Log, categorize, and prioritize incidents according to SLA.
5. Provide timely updates to customers regarding issue status and resolution progress.
6. Escalate unresolved or complex issues to Level 2 / Engineering teams when required.

7. Maintain professional, customer-focused communication at all times.

8. Application Support (Cloud-Based Systems)

9. Provide first-level troubleshooting for web-based and cloud-hosted applications.

10. Support issues related to:

11. Login/authentication errors

12. API connectivity issues
13. Application performance degradation
14. Timeout or service unavailability er...