Supporttekniker/Technical Support

Sino Tech's vision is that we, our customers and partners will work together on today's and tomorrow's IT challenges, in long-term and committed relationships. Sino Tech aims to be a value-driven company that safeguards the well-being of its employees as well as their development, creativity and commitment to customers and partners. Sino Tech is looking for a support technician to join our support team of highly passionate and service minded IT professionals who serve our clients when the technical issue occurs.


Responsibilities
Handle day to day support and service requests from our business customers.
Log the incoming customer request to Jira ticketing system.
Be part of support team which is responsible for the Emergency line.
Perform the first assessment on specific issue via back office interface.
Respond to the client with the update and estimated timeline for the resolution.
Testing and troubleshooting at customer’s premises.
Participating the quarterly service review seminar with customers.
Track and follow up on bugs and issues with our third-party developers.
Identify and mitigate risk through the understanding of Information Security best practices.
Creation and maintaining of a Confluence page with status and contact details for customers.



Qualifications
Associate’s or Bachelor’s Degree in a technical discipline.
Ability to provide best quality support to business partners with professional communication skills.
Broad understanding of digital possibilities and technical platforms.
Have great computer experience. You must be able to handle a wide set of computer programs and be able to quickly learn new software.
Have experience with Skype, Microsoft Office, Teams, Jira ticketing system
Understanding of networking concepts.
Independence and a strong sense of responsibility since the role demands that you have a great work ethic and a team player.
At least 2 year of experience on similar position.
Able to work under night shift for emergency line.
Good command of English, Chinese is advantage.



Personal skills
Ability to maintain confidentiality with sensitive customer and internal information.
Outstanding client services skills and ability to effectively prioritize and execute tasks in a very fast paced environment.
Exhibit a positive attitude and initiative.
Ability to communicate effectively with staff at all levels as well as to work both collaboratively as a team player and independently.
Strong time management skills.