Service Desk Engineer Level 1

This is a remote position.

About Sunbytes

Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members delivering highquality products and services and fostering a supportive challenging work environment. Our diverse team shares a common purpose making Sunbytes a great place to work.

We offer comprehensive longterm partnerships including recruitment dedicated worldwide talents and custom software development tailored to meet client needs.

Join Us Are you a driven IT support professional with a passion for troubleshooting and client service Sunbytes is seeking a detailoriented Remote Service Desk Engineer Level 1 to join our growing team. In this role you will play a key part in supporting our global IT infrastructure helping users resolve technical issues efficiently while delivering a seamless support experience.

About the Role

Sunbytes is setting up and managing an NOC team in SouthEast Asia for their US partner. We are looking for a remote Remote Service Desk Engineer Level 1 who will serve as the first point of contact for end users requiring IT assistance. This role focuses on providing firstline support across Networking Cloud Services and Laptop/Server environments ensuring all incidents and service requests are resolved or escalated promptly and in accordance with ITIL v4 best practices. Youll collaborate closely with higherlevel support teams and contribute to our knowledge base to continuously improve support quality.

• Provide firstlevel support for technical incidents via phone email and ITSM tools.
  

• Log categorize and prioritize issues according to ITIL v4 guidelines.
  

• Troubleshoot or escalate issues related to networks cloud platforms and devices.
  

• Fulfill service requests such as account setup password resets and software installations.
  

• Identify recurring incidents and assist in problem documentation and reporting.
  

• Maintain knowledge base articles and share best practices with team members.
  

• Communicate effectively with users providing updates and policy guidance.
  

• Collaborate with Level 2 and 3 teams to ensure smooth issue resolution.
  

• Follow strictly IT security policies and report compliance or security concerns promptly.
  

Requirements

Technical skills:

• Associate or Bachelors degree in IT Computer Science or a related field.
  

• Preferred certifications: CompTIA A ITIL 4 Foundation Microsoft 365 Fundamentals Cisco CCNA (entrylevel).
  

• 1 2 years of experience in IT support or help desk roles.
  

• Basic networking knowledge: IP DHCP DNS LAN/WAN/VPN troubleshooting.
  

• Familiarity with networking hardware: switches routers firewalls and wireless networks.
  

• Cloud platform support: Microsoft 365 Google Workspace Azure/AWS.
  

• Understanding of cloud service models (SaaS PaaS IaaS) and account/security management.
  

• Handson experience with Windows/macOS devices OS installation patching and peripheral support.
  

• Exposure to basic server administration (user management log monitoring).
  

Soft skills:

• Excellent analytical and problemsolving capabilities.
  

• Strong communication and customer service orientation.
  

• Pays high attention to detail and can document effectively.
  

• Comfortable working in a fastpaced environment and managing multiple tasks.
  

• Fluent in English and Mandarin both written and verbal (system and call communication).
  

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.

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.