Service Desk Engineer (English+ Mandarin)
We are seeking a Service Desk Engineer to provide first-level technical support for end users across desktop, laptop, VDI, and network environments. The successful candidate will be responsible for troubleshooting hardware and software issues, supporting Active Directory administration, resolving connectivity problems, and ensuring a high level of customer satisfaction through effective incident management.
Requirements
2-4 years of experience in Service Desk, Help Desk, or IT Support roles
Strong knowledge of End User Computing (EUC) devices, including laptops, desktops, and VDI environments
Experience providing technical support via phone, email, and remote support tools
Hands-on experience troubleshooting hardware, software, network, and VPN connectivity issues
Knowledge of Active Directory user administration and desktop engineering
Experience with VMware and VDI troubleshooting
Familiarity with Remote Desktop support tools
Strong communication, customer service, and interpersonal skills
Ability to analyze issues, identify root causes, and provide effective solutions
Nice to Have
⭐ Experience with ServiceNow or other ITSM ticketing tools
⭐ Microsoft Certifications
⭐ Strong analytical and problem-solving abilities
Key Responsibilities
Provide technical support and troubleshooting assistance to end users
Resolve incidents related to desktops, laptops, VDI, software, hardware, and connectivity
Support Active Directory administration and user account management
Handle VPN and network connectivity issues
Record, track, and update incidents through the ticketing system
Escalate unresolved issues to relevant support teams
Ensure SLA compliance and maintain high customer satisfaction levels
Interested candidates, please send your updated resume to: