System Support Engineer (Cloud)

TL;DR

System Support Engineer (Cloud): Providing Level 1 technical support and ensuring seamless IT operations for customers with an accent on incident management, ticket prioritization, and technical troubleshooting. Focus on supporting Microsoft Azure and AWS environments, automating system verifications via scripts, and optimizing end-user experience.

Location: Must be based in Kwun Tong, Hong Kong

Company

Global AI-powered software and cloud solutions provider with a presence in over 70 countries.

What you will do

• Provide L1 on-shift support as the first point of contact for the Service Support Team.
• Log incidents and prioritize service requests according to company SLAs.
• Ensure exceptional customer care by identifying issues and allocating tickets efficiently.
• Document detailed troubleshooting steps and collaborate with higher-tier engineers.
• Develop simple automation scripts for system verifications.
• Support project delivery as a secondary responsibility.

Requirements

• Fluency in Cantonese, strong written skills in English and Chinese, and good spoken English.
• Experience supporting Microsoft Azure and/or AWS (compute, storage, networking, security groups).
• Familiarity with Active Directory, Group Policy, Exchange, and Microsoft 365 services.
• Hands-on experience with backup, restore, and disaster recovery operations.
• Willingness to learn new technologies and skills.

Nice to have

• Certifications: Azure Fundamentals, AWS Cloud Practitioner, or Microsoft 365 Fundamentals.
• Fluency in Mandarin.

Culture & Benefits

• Global environment with opportunities to work across borders and shape the future of technology.
• Purpose-driven culture where individual ideas are valued.
• Access to world-class learning and development programs for career growth.
• Collaborative team environment focused on delivering exceptional customer experiences.