IT Team_IT Helpdesk Engineer_IT 支援工程師 (台北)

Job Summary

The IT Helpdesk / Service Desk Engineer provides first-line technical support to internal users across Taiwan, Japan, Korea, and other overseas locations. This role is responsible for resolving issues related to Windows systems, computer hardware, software, network connectivity, printers, meeting room equipment, and other workplace technologies through onsite, remote, and communication-based support channels.
The position also supports computer provisioning, software deployment through Microsoft SCCM /Configuration Manager, IT asset management, Knowledge Base development, and service process improvement. The role may also participate in Compliance Knowledge Base initiatives and gain exposure to Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), automation, and other AI-enabled IT support applications.

Essential Functions

1.Provide first-line IT technical support to users across Taiwan, Japan, Korea, and other locations, and track incidents and service requests through resolution.

2.Install, configure, and troubleshoot Windows computers, business applications, network connectivity, peripheral devices, and end-user environments.

3.Prepare and configure computers for new employees and manage device replacement, upgrades, data migration, equipment return, and recovery activities.

4.Use Microsoft SCCM / Configuration Manager to deploy software and updates, monitor deployment results, and troubleshoot deployment failures.

5.Support Microsoft Teams Rooms, video conferencing devices, display equipment, printers, and other shared workplace technologies.

6.Maintain accurate IT asset records, equipment status, software installation information, and standardized computer deployment procedures.

7.Create and maintain Knowledge Base articles, FAQs, user guides, troubleshooting documents, and standard operating procedures.

8.Analyze recurring issues and collaborate with other IT teams and vendors to improve service efficiency, knowledge quality, automation, and the overall user experience.

Qualifications

1.College diploma or above; a degree in Information Technology, Computer Science, Information Management, or a related field is preferred.

2.Hands-on knowledge of Windows 10 and Windows 11 installation, configuration, and trouble shooting, with a basic understanding of computer hardware, networking, Microsoft 365, printers, and meeting room technologies.

3.Strong customer service, communication, problem-solving, and interpersonal skills, with the ability to explain technical issues clearly in user-friendly language.

4.Basic English reading and communication skills for supporting users across different regions and reviewing technical documentation.

5.Self-motivated, detail-oriented, and able to work independently and collaboratively in a cross-functional environment, with a commitment to documentation quality, knowledge sharing, process standardization, continuous improvement, and automation.

6.Experience in IT Helpdesk, Service Desk, Desktop Support, or End User Computing support is preferred.

7.Experience with Microsoft SCCM / Configuration Manager, Active Directory, Microsoft Entra ID, ticketing systems, PowerShell, software deployment, IT asset management, Knowledge Base management, or AI-enabled IT support technologies is preferred.

8.Relevant IT certifications or experience supporting cross-regional users are considered an advantage.