IT Helpdesk Engineer 資訊服務工程師 (桃園)

職務影響力：Position Impact
As an IT Helpdesk Engineer, you play a critical role in maintaining the stability and reliability of Gogoro's IT infrastructure and end-user computing environment. You serve as the frontline responder for both internal employees and external stakeholders, providing timely resolution to IT requests and technical issues. Your ability to deliver high-quality service and effective solutions directly contributes to workforce productivity and upholds the credibility and professionalism of the IT organization.

責任與期待： Responsibility and Expectation

• Provide Level 1 and Level 2 support for software and hardware issues, including troubleshooting, diagnostics, and resolution of end-user technical problems across desktops, laptops, peripherals, and mobile devices.
• Proactively identify recurring issues and implement solutions or workarounds to reduce ticket volume and improve first-contact resolution rates.
• Manage IT asset inventory including procurement coordination, lifecycle tracking, deployment, and decommissioning of hardware and software assets.
• Develop, maintain, and update IT knowledge base articles, standard operating procedures (SOPs), and user-facing documentation to enable self-service resolution and improve operational efficiency.
• Conduct onboarding IT setup for new employees and deliver basic training sessions on company-standard software, hardware, and security practices.
• Monitor and manage remote endpoints using IT management and monitoring tools; provide remote support to distributed teams and office locations.
• Demonstrate strong customer service skills by actively listening to user concerns, accurately documenting issues, and following through to resolution or proper escalation.
• Support network infrastructure operations including basic switch, access point, and connectivity troubleshooting in coordination with the network engineering team.
• Assist with IT projects such as office setup, hardware refresh cycles, and system migrations as directed by senior IT staff.

基本資格：Qualification

• 2+ years of experience in IT support, helpdesk, or desktop engineering roles.

Strong troubleshooting skills across both Windows and macOS platforms, with high proficiency in Apple Mac OS environment setup, configuration, and maintenance.

• Hands-on experience with PC hardware, peripherals, printers, and standard enterprise software (Microsoft 365, Google Workspace, VPN clients).
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• Basic understanding of networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
• Excellent communication and interpersonal skills with a strong customer-service orientation; ability to explain technical concepts to non-technical users.
• Strong active listening skills to accurately understand and capture user requirements and issues.
• Ability to manage multiple concurrent tasks effectively under time pressure in a fast-paced environment.
• Detail-oriented with strong documentation habits.