Support Engineer

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

· L1 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

Company description

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.