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:

[email protected]