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Solutions Engineer (Hardware & IT support) - 20~25K / Quarry Bay

2 - 5 years
Posted: 2018-12-07

Software Engineer/ Programmer
Posted On
7th Dec 2018
Job Ref code
Job Description
Job Description :

Job Duties:
Provide phone, email and remote support for the own-brand software to customers
Create and work on support cases in the internal own-brand Helpdesk system
Maintain personal and departmental case load by responding to and working on cases within stated SLAs
Coordinate with own-brand software support and development teams when cases require additional assistance
Report and file bug tickets that come up during troubleshooting
Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases
Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum
Watch and review videos of internal software training sessions and development meetings
Provide expertise about familiar technical areas
Identify high priority and critical cases and respond appropriately as it escalates

Bachelor's Degree in Engineering, Math, or Physical Sciences
2-5 years of experience with technical support
Experience with customer service
ITIL certification preferred
Excellent analytical and problem-solving skills
Effective communicator with good customer service skills
Familiarity with troubleshooting Microsoft platforms
Ability to multi-task and prioritize cases based on SLA
Basic programming skills are a plus (SQL, HTML, CSS , JS, C#, VB.NET)
Ability to work in a team environment as well as independently

About Company

CA Human Resource Limited is a new setup company to provide a professional recruitment service in Hong Kong with the long experience in recruiting business in Japan since 2003. The character of CA Human Resource Limited is making the best matching between Jobseekers and Employers for their career and business growth. To build on our success for the mission, we are looking for an energetic talent to fill the following position. For more information about CA Human Resource Limited: / CA-Group: