Help Desk Agent (Level 1)

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 high-quality 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 long-term partnerships, including recruitment, dedicated worldwide talents, and custom software development, tailored to meet client needs.

Join Us Are you a tech-savvy problem-solver with a passion for helping people? Do you thrive in a fast-paced 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 South-East Asia for their US partner. We are looking for a Remote IT Help Desk (Level 1), at Sunbytes, you'll 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:

• Log, categorize, and prioritize incidents reported via phone, email, and chat.
• Provide first-level 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.
• 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.

Knowledge Management

• Utilize and contribute to the knowledge base to ensure accurate and efficient issue resolution.
• Document solutions for recurring issues to support continuous service improvement.
  

Communication and Customer Service

• 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 self-service options.

Monitor and Reporting

• Monitor ticket queues and ensure timely follow-up on open incidents.
• Provide feedback to the Help Desk Supervisor on recurring issues and potential improvements.
• Participate in regular performance reviews and feedback sessions.
  

Compliance and Security

• 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 IT-related fields.

Basic understanding of IT service management and technical support is expected. Familiarity 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.
  
• Leave: 30 days per year including all holidays (based on a 12-month 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 performance-based bonus once per year.