Helpdesk Technical Support (Shift duty with overnight is required, 7x24)

Job Responsibilities

• Provide dedicated shift support on Major Accounts Technical Support operations, Careline call centre

• Conduct fault diagnosis and troubleshooting, especially ICLnet, SDNet, and other managed data services.

• Prioritize and coordinate fault handling activities to meet tight SLA requirements for major accounts and critical services.

• Perform proactive service monitoring and notify customers of potential issues.

• Handle escalate critical incidents and manage major service outages according to established procedures.

• Support planned or ADHOC service request and change implementations during night shift duty

• Assist to prepare incident reports log for team supervisor review

• Handle customer enquiry in a professional manner and maintain service ticketing and case log

• Coordinate different teams to perform troubleshooting and monitoring for fast, effective service restoration

Job Requirements

• Degree holder in Telecommunications, Computer Science, Information Technology, Electronic Engineering, or a related discipline

• Minimum 2–3 years of experience in network operations, technical support, call center operations, or NOC environments

• Hands-on experience with managed data services, specifically SDNet, ICLnet, enterprise WAN/LAN, leased lines, and router/switch configuration

• Strong problem-solving, analytical, and incident-coordination skills under pressure during critical outages

• Excellent command of spoken and written English and Cantonese

• Must be willing to work shift duties, including weekends and Public Holidays, to provide 24/7 technical support.

• Fresh graduate or less experience would be considered