Service Desk Engineer

Provide comprehensive support for Managed Services by addressing customer inquiries and incidents through both voice and non-voice channels, ensuring each issue is thoroughly documented according to established procedures.

Diagnose hardware and software faults, deliver effective solutions remotely when possible, or coordinate the dispatch of onsite engineers with necessary parts to resolve complex issues.

Guide and educate customers using technical expertise and guideline documentation to ensure prompt and accurate resolution of their technical challenges.

Monitor and achieve defined Key Performance Indicators (KPIs) related to support and service delivery for Managed Services clients.

Create and manage cases within the ticketing system, proactively monitoring progress and driving each case to closure while maintaining detailed and accurate records of actions taken and resolutions provided.

Ensure a high level of customer satisfaction for each interaction, consistently delivering quality service aligned with Managed Services standards.

Escalate unresolved tickets to the appropriate support level, ensuring timely and effective resolution for all managed service requests.

Utilize remote diagnostic tools where applicable to analyze and resolve tickets efficiently.

Perform ad-hoc tasks such as queue monitoring, light reporting, and participating in projects, including coverage for various regional time zones, to support the overall Managed Services operations.

Language - Mandarin proficiency is mandatory