Help Desk Agent - Level 1
Help Desk Agent - Level 1
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1-3years
700 - 900
1 Vacancy
Job Description
About Sunbytes
We offer comprehensive longterm partnerships including recruitment dedicated worldwide talents and custom software development tailored to meet client needs.
Join Us Are you a techsavvy problemsolver with a passion for helping people Do you thrive in a fastpaced environment where every day is different At Sunbytes you ll join a friendly professional and collaborative team that values your input and celebrates your wins. We re on the lookout for an Remote IT Help Desk Level 1 someone who s not only technically capable but also great with people.
About the Role
Sunbytes is setting up and managing an NOC team in SouthEast Asia for their US partner. We are looking for an Remote IT Help Desk Level 1 at Sunbytes youll be the first point of contact for resolving user incidents and fulfilling service requests. This role involves troubleshooting basic technical issues supporting office applications and ensuring effective communication with users. Your expertise will contribute to a seamless IT support experience maintaining high standards of professionalism and customer satisfaction.
Job responsibilities:
Incident Management
- Log categorize and prioritize incidents reported via phone email and chat.
- Provide firstlevel troubleshooting for common issues such as password resets software installations and connectivity problems.
- Follow strictly standardized scripts and troubleshooting procedures to resolve user issues.
- Escalate unresolved incidents to Level 2 support as per established escalation procedures.
Service Request Fulfillment
- Process and fulfill common service requests such as account creation access permissions and software provisioning.
- Ensure all service requests are documented and resolved within agreed SLAs.
- Utilize and contribute to the knowledge base to ensure accurate and efficient issue resolution.
- Document solutions for recurring issues to support continuous service improvement.
- Provide clear and effective communication to users regarding the status of their issues.
- Maintain a high level of professionalism and empathy when interacting with users.
- Educate users on IT policies procedures and selfservice options.
Monitor and Reporting
- Monitor ticket queues and ensure timely followup on open incidents.
- Provide feedback to the Help Desk Supervisor on recurring issues and potential improvements.
- Participate in regular performance reviews and feedback sessions.
- Adhere to company policies procedures and IT security guidelines.
- Ensure compliance with data protection regulations and maintain confidentiality of sensitive information.
- Report any security incidents or compliance breaches immediately.
Requirements
Technical Skills
High school diploma or Associate degree in ITrelated fields.
Basic understanding of IT service management and technical support is expected. If youre familiar with frameworks or certifications like ITIL 4 Foundation and CompTIA A is preferred.
1 year experience in a help desk or IT support role.
Fluently in Mandarin and English
Basic troubleshooting of Windows macOS environments and system updates and patch management.
Familiarity with networking fundamentals: IP addressing DHCP DNS and basic connectivity troubleshooting.
Experience with Microsoft 365 Google Workspace remote desktop tools and collaboration platforms.
Handson support for desktops laptops mobile devices and peripherals.
Soft Skills
Excellent problemsolving and multitasking abilities.
Strong verbal and written communication skills.
High adaptability in fastpaced environments.
Ability to communicate effectively in English and Mandarin both in writing and on calls.
Work Schedule
Benefits
- Leave: 30 days per year including all holidays (based on a 12month contract)
- Learning & Development: Access to training and development programs aligned with company goals and training policies.
- Compensation Growth: Annual salary review and adjustment plus a performancebased bonus once per year.
Technical skills: High school diploma or Associate degree in IT-related fields. Basic understanding of IT service management and technical support is expected. If you're familiar with frameworks or certifications like ITIL 4 Foundation and CompTIA A+ is preferred. 1 year experience in a help desk or IT support role. Fluently in Mandarin and English Basic troubleshooting of Windows, macOS environments and system updates and patch management. Familiarity with networking fundamentals: IP addressing, DHCP, DNS, and basic connectivity troubleshooting. Experience with Microsoft 365, Google Workspace, remote desktop tools, and collaboration platforms. Hands-on support for desktops, laptops, mobile devices, and peripherals. Soft skills: Excellent problem-solving and multitasking abilities. Strong verbal and written communication skills. High adaptability in fast-paced environments. Ability to communicate effectively in English and Mandarin, both in writing and on calls. Work Schedule: There will be 5 working days per week, with 2 days off and weekend shifts, but working hours will not exceed 45 hours per week.
Employment Type
Full Time
