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Why SoftwareOne?

Today SoftwareOne is a global leader in software and cloud portfolio management and is modernizing the way organizations budget and optimize their global IT spend from on-premises to the cloud. SoftwareOne Hong Kong is a fast growing company which can provides lots of growing opportunities to our staffs.

The role

The System Support Engineer is a Level 1 resource and is responsible for

· 7 x 24 support on-shift support, with 9 hours each shift.

· Be the first point of contact for our Service Support Team.

· Log incidents, prioritize service requests, and provide regular ticket updates.

· Drive to deliver outstanding customer care

· Promptly identify issues, agree on priorities, and allocate tickets/calls in a timely manner according to company SLAs.

· Log all incidents with detailed documentation and troubleshooting steps, with support from the team’s tiered engineers and maintain detailed records of incidents and the steps taken to resolve them.

· Develop and implement simple scripts, if needed to automate system verifications and other tasks.

· Project delivery as a second priority

What we need to see from you

The candidate should possess as much as possible of the following skills

· 2 to 3 years as support engineer

· Fluently speaking in Cantonese; Good speaking in English, and preferably Mandarin.

· Good writing skill of English and Chinese.

· Good communication skill

· Good written and verbal communication skills, enabling confident and effective liaison with clients over the phone and by email.

· Demonstrate the ability to provide calm and confident service when communicating with the team, clients, end users, and third parties via telephone, email, and remote support tools.

· Experience/Knowledge on supporting Microsoft Azure and/or AWS Services

· Experience on supporting Active Directory, Group policy, Exchange Service and Microsoft 365 Services, preferable Microsoft Defender, Purview or Microsoft security environments

· Azure or AWS: Compute, Storage, Networking, Security groups

· Operation experience on backup and restore, and preferable disaster recovery

· Willing to learn new technology and skill

Desirable Technical Skills & Certifications

Any combination of the following certifications. On-job training will be provided

· Azure Fundamentals

· AWS Cloud Practitioner

· Microsoft 365 Fundamentals

Job Function

Software & Cloud

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.