Full Time

Technical Support Specialist

Posted 4 weeks ago
Application ends: November 20, 2021
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Job Description

Primetech Technology Limited (“Primetech”) is the leading specialist of provider of IT experts in Hong Kong. For more than 15 years, we have been successfully placing our employees in different IT position through secondment. Our mission is to link our skilled employees with our business clients so that the right personnel is placed in the perfect position. It is because we dedicate the recognition of your professional knowledge and career prospects.

We hire a tremendous number of employees to work in the technology territory of private, public sectors and multinational corporations in Hong Kong through secondment. These corporations include listed enterprises in Telecom, Finance & Banking, FMCG, Fashion & Design, Retails & Marketing and Government Department.

If you are an Information Technology professional, a fresh graduate and possess the enthusiasm to involve in the IT field, do not hesitate to contact us now for your career development. We are pleased to share the opportunities with you.


The client is a long-established business services firm with a presence in the major cities around the world. With Hong Kong as its regional hub, the client is now looking to hire for a newly-created IT Support position to join their existing IT team.

Job Description

  • Answer inbound customer phone calls
  • Monitor/Process inbound e-mail correspondence for support
  • Provide assistance enabling Web Support Portal accounts and resolving issues
  • Create support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines
  • Update existing support cases with a clear description of the customer’s issue
  • Enforce paid support policy to ensure customers are receiving the support to which they are entitled
  • Appropriately set customer expectations based on response time guidelines
  • Follow managerial notification guidelines based on case priority
  • Take ownership and solve licensing cases for internal and external customers
  • Alert Support Management in regards to Urgent support situations
  • Provide assistance enabling Web Support Portal accounts and resolving issues
  • Assist customers with capturing necessary data for troubleshooting and sending information to company Networks via email or FTP

Job Requirement

  • Good customer service
  • Troubleshooting skills, preferably with proficiencies in Level 1/Level 2 support. Able to work through problems with minimal help or supervision
  • Case management/follow-up
  • Ability to multitask with proven ability to follow processes and procedures
  • Analytical thinker with strong attention to detail
  • Reliable and punctual track record

We offer good prospects and on-job training to entry-level candidates or even fresh graduate students who feel passionate in Information Technology to join us!

Interested parties please send your CV to [email redacted, apply via Company website]