Horizons is representing our client - A multinational IT consultancy company to hire a IT Support Engineer based in Hong Kong. Over the last two decades we've helped thousands of multinational companies to set up and operate smoothly and securely in APAC countries by providing turnkey IT solutions, compliance services, and outsourcing through highly skilled local specialists. Headquartered in China, today we have offices in Australia, Dubai, Germany, Hong Kong, India, Indonesia, Japan, Macau, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, the United States and Vietnam. Job objectives and responsibilities The following represents the key activities that the IT Support L1 will be responsible for: Conducting Hardware and software audits under the direction of QTS Global Installing and configuring computer hardware, operating systems and applications Replacing peripherals or hardware components such as memory and disk Troubleshooting client networking problems and diagnosing and solving hardware or software faults Creating, monitoring, resolving and where required, escalating customer Help Desk tickets Working to agreed customer Service Level Agreements (SLA's) Being available for on call support as required by QTS/Client Prompt escalation of issues to support Level 2 engineers as required Providing face-to-face or telephone support to clients, helping set up systems or resolve issues Building strong working relationships with colleagues and customers Setting up new users' accounts and profiles and dealing with password issues Providing procedural documentation and relevant reports Following written and spoken instructions to repair a fault or set up a new system Supporting the roll-out of new applications or deploying updates to address