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 first line 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
Perform the first assessment on specific issue via back office interface
Respond to the client with the update and estimated timeline for the resolution
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
Identify technical support trends, determine root cause and potential solutions addressing issues promptly and appropriately
Creation and maintaining of a Confluence page with status and contact details for clients
Maintain and improve the processes and tools required to get the job done and being just a life-saver in general when it comes to anything about customer issues



Qualifications
Associate’s or Bachelor’s Degree in a technical discipline such as Computer Science or Information Technology
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: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
Independence and a strong sense of responsibility since the role demands that you have a great work ethic and a team player
At least 1 year of experience on similar position
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