Job ref no.: CT3114386-01#4791

Deskside Engineer

E.C.Fix Technology Ltd

Job Requirement

  • High Diploma or above in Computer Science, Information Technology or related discipline
  • 2-3 years working experience in IT technical support and troubleshooting
  • In-depth and excellent support knowledge of Internet explorer, Lync, Win 7 and MS Office, Outlook is a MUST.
  • Strong knowledge in TCP/IP networking, VPN, LAN/WAN, and Wi-Fi
  • Good experience in Microsoft Windows Domain, Active Directory and Group Policy Object environment.
  • Experience with IT support ticketing systems.
  • Independent, self-motivated with good problem solving and interpersonal skills
  • Knowledge in ITIL is an advantage.


  • Handle incoming enquiries, service requests, incident and problem via phone, e-mail or online electronic forms
  • Coordinate with both internal technical support and external vendor(s) for scheduled and non-scheduled activities, keeping track of incidents throughout the incident Lifecycle.
  • Ensure the service desk service to meet the service level requirement and key performance indicator
  • Perform 1st level trouble shooting or/and dispatch the incidents to the appropriate 2nd level support group for follow-up
  • Log a ticket for the incident in customer’s ITSM system; update the ticket as it progresses
  • Update end users with the status of their incidents
  • Provide password reset services to end users
  • Issue SMS alert messages to appropriate recipient groups for high severity incidents; maintain the SMS recipient groups and conduct annually review of the groups
  • Generate regular management reports related to the delivery of the Service Desk
  • Broadcast IT related messages, such as outage announcements, to end users via email
  • Perform ad-hoc email quota management (such as quota increase) for end users

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More job information
Job ref no. CT3114386-01#4791
  • N/A
Job Function
Employment Term
  • Contract
  • Full-time
  • 2 years - 3 years
Career Level
  • Non-management level
  • Asso. Deg or High Dip
  • Degree