Remote L1 Service Desk Engineer (both English-Mandarin Proficiency)

Remote L1 Service Desk Engineer (both English-Mandarin Proficiency)

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.

Join as Are you a driven IT support professional with a passion for troubleshooting and client service? Sunbytes is seeking a detail-oriented 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 South-East 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 first-line 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. You'll collaborate closely with higher-level support teams and contribute to our knowledge base to continuously improve support quality.

Job Responsibility

1. Provide first-level support for technical incidents via phone, email, and ITSM tools.
2. Log, categorize, and prioritize issues according to ITIL v4 guidelines.
3. Troubleshoot or escalate issues related to networks, cloud platforms, and devices.
4. Fulfill service requests such as account setup, password resets, and software installations.
5. Identify recurring incidents and assist in problem documentation and reporting.
6. Maintain knowledge base articles and share best practices with team members.
7. Communicate effectively with users, providing updates and policy guidance.
8. Collaborate with Level 2 and 3 teams to ensure smooth issue resolution.
9. Follow strictly IT security policies and report compliance or security concerns promptly.

Job Requirements

Technical skills:

1. Associate or Bachelor's degree in IT, Computer Science, or a related field.
2. Preferred certifications: CompTIA A+, ITIL 4 Foundation, Microsoft 365 Fundamentals, Cisco CCNA (entry-level).
3. 1–2 years of experience in IT support or help desk roles.
4. Basic networking knowledge: IP, DHCP, DNS, LAN/WAN/VPN troubleshooting.
5. Familiarity with networking hardware: switches, routers, firewalls, and wireless networks.
6. Understanding of cloud service models (SaaS, PaaS, IaaS) and account/security management.
7. Hands-on experience with Windows/macOS devices, OS installation, patching, and peripheral support.
8. Exposure to basic server administration (user management, log monitoring).
9. Excellent analytical and problem-solving capabilities.
10. Strong communication and customer service orientation.
11. Pays high attention to detail and has the ability to document effectively.
12. Comfortable working in a fast-paced environment and managing multiple tasks.
13. 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.

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.