Team Segment : Corporate
We are looking for a customer-oriented and experienced IT Support Engineer (L1) to join our Corporate IT team. This role is based in our Taipei office and provides support to internal users across multiple office locations.
As a first-line IT support contact, you will provide on-site and remote support through ITSM. You will assist users with endpoint devices, identity and access management, collaboration tools, network connectivity, video-conferencing equipment, and other day-to-day IT service needs.
We expect you to independently resolve most standard first-line issues. For complex, high-impact, or high-risk cases, you will provide clear diagnostic information, escalate through the appropriate process, and maintain ticket follow-up and user communication.
Responsibilities:
User and Technical Support:
- Handle IT incidents and service requests through ITSM, walk-in support, and approved remote-support channels.
- Provide first-line support and troubleshooting for macOS, Windows, laptops, mobile devices, printers, scanners, and common peripherals.
- Support the day-to-day use and basic troubleshooting of enterprise collaboration, productivity, identity and access management, and endpoint-related tools.
- Assist with common user-side issues involving sign-in, access, MFA, devices, and network connectivity.
- Categorize, prioritize, document, track, and escalate tickets based on business impact, urgency, and established procedures.
- Escalate complex, high-impact, security-related, or out-of-scope issues to the appropriate technical teams while maintaining ticket follow-up and user communication.
Office and Meeting Room Support:
- Support the daily use, checks, and troubleshooting of office automation, video-conferencing, and meeting room equipment.
- Help ensure equipment and connectivity are ready before important meetings and provide on-site support when required.
Asset and Employee Lifecycle Support:
- Assist with IT asset receiving, tagging, inventory checks, deployment, collection, and related record maintenance.
- Support IT processes for employee onboarding, offboarding, and role changes, including device preparation, recovery, and coordination of account or access requests.
Knowledge, AI, and Service Improvement:
- Maintain FAQs, knowledge base articles, and standard operating procedures (SOPs). Convert frequent or recurring issues into reusable solutions to improve self-service and team efficiency.
- Use company-approved generative AI tools to assist with troubleshooting research, ticket summarization, knowledge discovery, user response drafting, and documentation drafts.
- Validate AI-generated content for technical accuracy, procedural alignment, and information security considerations before sharing it with users or incorporating it into official documentation.
- Provide first-line support for basic sign-in, access, and general use issues involving company-approved AI productivity and developer assistance tools. Escalate matters involving system administration, integrations, data protection, or security risks through established processes.
- Follow company policies for information security, data protection, account management, and responsible AI use.
Requirements:
- 2+ years of experience in IT Service Desk, Help Desk, Desktop Support, Corporate IT Support, or a similar first-line IT support role.
- Ability to independently resolve most common L1 IT issues and determine appropriate escalation timing and resolver teams.
- Familiarity with day-to-day support and troubleshooting for macOS and Windows.
- Practical experience supporting enterprise collaboration, productivity, identity and access management, or endpoint tools.
- First-line troubleshooting knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and wired network connectivity.
- Experience using an ITSM platform to manage tickets.
- Strong customer service mindset, communication, problem-solving, and documentation skills.
- Foundational understanding of information security, including MFA, account and access management, endpoint security, phishing awareness, and data protection.
- Experience using generative AI tools for troubleshooting research, documentation, or productivity improvement. Able to assess whether AI-generated output is appropriate and complete the required human review and validation in accordance with company data protection requirements.
- Strong written communication skills in both Chinese and English, with the ability to support English-language tickets and basic remote communication across offices.
Preferred Qualification:
- Familiarity with Jira Service Management (JSM) features such as SLA management, Knowledge Base, Assets, or Automation.
- Experience supporting enterprise collaboration, identity and access management, endpoint, or video-conferencing systems.
- Experience with IT asset management, device lifecycle management, and employee onboarding/offboarding processes.
- Basic automation or scripting skills in PowerShell, Python, Shell Script, or similar technologies.
- ITIL Foundation certification, experience with entry-level security incident handling, or experience improving AI-assisted knowledge management, service process automation, or self-service capabilities is a plus.