- Hong Kong Hong Kong
全职 Technical Support Engineer 工作, 薪水, Superhub Limited Hong Kong 公司招聘中 - Ricebowl
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Job Summary
We are looking for a Technical Support Engineer (Tier 2) to join our growing technical support team. This role focuses on resolving complex and escalated technical incidents across Microsoft 365, Microsoft Azure, outsourced Managed IT (MIT) environments, and data centre support .
Beyond incident resolution, this role plays a key part in improving service quality, reducing repeat issues, and uplifting Tier 1 capability through structured knowledge sharing, documentation, and training. If you enjoy deep troubleshooting, turning experience into reusable knowledge, and raising overall service standards, this role is for you.
Roles and Responsibilities:
Tier 2 Incident Resolution & Escalation Handling
Act as the primary Tier 2 resolver for Microsoft 365, Azure, MIT, Datacenter infrastructure support, and internal IT support.
Handle escalations from Tier 1 through to resolution, ensuring quality and completeness.
Perform root‑cause analysis and coordinate with senior engineers for complex incidents.
Tier 1 Capability Development & Training
Provide structured knowledge transfer and hands‑on training to Tier 1 engineers.
Identify recurring skills gaps and deliver targeted coaching or documentation support.
Knowledge Base & Documentation Ownership
Develop and maintain internal knowledge base (KB) and standard operating procedures (SOPs) derived from Tier 2 cases.
Promote consistent troubleshooting and resolution practices across the support team.
Service Ticket Reporting & Trend Analysis
Analyse incident data to identify recurring issues, process gaps, or training needs.
Produce regular Tier 2 service reports for management visibility.
Contribute insights to service improvement meetings and RCA documentation.
Continuous Service Improvement
Participate in post‑incident reviews and internal improvement initiatives.
Collaborate with colleagues and vendors to enhance tools, monitoring, and support workflows.
We are looking for:
Must‑Have Technical Skills
Microsoft 365 (Tier 2): Exchange Online, Teams, SharePoint, Entra ID troubleshooting; identity and access issue resolution.
Microsoft Azure Fundamentals: VMs, networking, identity integration, monitoring, alert analysis.
Windows Server & Endpoint: Active Directory, DNS, GPO basics, Windows OS and patching.
Networking Fundamentals: TCP/IP, DNS, VPN, firewall and connectivity troubleshooting.
Remote Troubleshooting: Skilled in remote diagnosis tools within SLA environments.
Support Competencies
Proven ability to perform root‑cause analysis and manage escalations independently.
Strong understanding of SLA management and case prioritisation.
Excellent written communication for case documentation and client updates.
Experience creating knowledge assets and process documentation.
Experience Requirements
3–5 years of hands‑on IT support experience, including at least 2 years at Tier 2 or escalation level.
Background in an MSP/CSP or enterprise support environment handling multiple customer tenants.
Demonstrated record of end‑to‑end incident management and direct client interaction.
Experience supporting Microsoft 365 and Azure in hybrid or cloud‑first environments.
Certifications (Preferred)
Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent.
Microsoft Certified: Azure Administrator Associate (AZ‑104) or Fundamentals (AZ‑900).
ITIL v4 Foundation (or higher) preferred.
Benefits & What We Offer:
Attractive & Competitive Remuneration
Leave and Welfare Benefits
Employee Well‑Being & Work‑Life Balance
Positive & Engaging Team Culture
Recognition, Support & Smooth Onboarding
Clear Learning & Career Progression
Exposure to a Fast‑Growing Cloud Industry
Why join SUPERHUB?
Top Microsoft Cloud Partner
Award‑Winning & Industry‑Recognized
Largest Cloud Hosting Business in Hong Kong
Strong Service Performance & Customer Satisfaction
End‑to‑End Cloud & Managed Services Expertise
People‑Focused & Growth‑Driven Culture
Future‑Ready & Innovation‑Driven
Join our team and be part of our success story! Apply now and take your career to new heights in the exciting world of cloud technologies.
Interested parties, please send your latest resume with present and expected salary by clicking APPLY NOW. All applications will be treated in strict confidence and for recruitment purposes only. Only shortlisted candidates would be contacted.
Full-time
We are looking for a Technical Support Engineer (Tier 2) to join our growing technical support team. This role focuses on resolving complex and escalated technical incidents across Microsoft 365, Microsoft Azure, outsourced Managed IT (MIT) environments, and data centre support .
Beyond incident resolution, this role plays a key part in improving service quality, reducing repeat issues, and uplifting Tier 1 capability through structured knowledge sharing, documentation, and training. If you enjoy deep troubleshooting, turning experience into reusable knowledge, and raising overall service standards, this role is for you.
Roles and Responsibilities:
Tier 2 Incident Resolution & Escalation Handling
Act as the primary Tier 2 resolver for Microsoft 365, Azure, MIT, Datacenter infrastructure support, and internal IT support.
Handle escalations from Tier 1 through to resolution, ensuring quality and completeness.
Perform root‑cause analysis and coordinate with senior engineers for complex incidents.
Tier 1 Capability Development & Training
Provide structured knowledge transfer and hands‑on training to Tier 1 engineers.
Identify recurring skills gaps and deliver targeted coaching or documentation support.
Knowledge Base & Documentation Ownership
Develop and maintain internal knowledge base (KB) and standard operating procedures (SOPs) derived from Tier 2 cases.
Promote consistent troubleshooting and resolution practices across the support team.
Service Ticket Reporting & Trend Analysis
Analyse incident data to identify recurring issues, process gaps, or training needs.
Produce regular Tier 2 service reports for management visibility.
Contribute insights to service improvement meetings and RCA documentation.
Continuous Service Improvement
Participate in post‑incident reviews and internal improvement initiatives.
Collaborate with colleagues and vendors to enhance tools, monitoring, and support workflows.
We are looking for:
Must‑Have Technical Skills
Microsoft 365 (Tier 2): Exchange Online, Teams, SharePoint, Entra ID troubleshooting; identity and access issue resolution.
Microsoft Azure Fundamentals: VMs, networking, identity integration, monitoring, alert analysis.
Windows Server & Endpoint: Active Directory, DNS, GPO basics, Windows OS and patching.
Networking Fundamentals: TCP/IP, DNS, VPN, firewall and connectivity troubleshooting.
Remote Troubleshooting: Skilled in remote diagnosis tools within SLA environments.
Support Competencies
Proven ability to perform root‑cause analysis and manage escalations independently.
Strong understanding of SLA management and case prioritisation.
Excellent written communication for case documentation and client updates.
Experience creating knowledge assets and process documentation.
Experience Requirements
3–5 years of hands‑on IT support experience, including at least 2 years at Tier 2 or escalation level.
Background in an MSP/CSP or enterprise support environment handling multiple customer tenants.
Demonstrated record of end‑to‑end incident management and direct client interaction.
Experience supporting Microsoft 365 and Azure in hybrid or cloud‑first environments.
Certifications (Preferred)
Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent.
Microsoft Certified: Azure Administrator Associate (AZ‑104) or Fundamentals (AZ‑900).
ITIL v4 Foundation (or higher) preferred.
Benefits & What We Offer:
Attractive & Competitive Remuneration
Leave and Welfare Benefits
Employee Well‑Being & Work‑Life Balance
Positive & Engaging Team Culture
Recognition, Support & Smooth Onboarding
Clear Learning & Career Progression
Exposure to a Fast‑Growing Cloud Industry
Why join SUPERHUB?
Top Microsoft Cloud Partner
Award‑Winning & Industry‑Recognized
Largest Cloud Hosting Business in Hong Kong
Strong Service Performance & Customer Satisfaction
End‑to‑End Cloud & Managed Services Expertise
People‑Focused & Growth‑Driven Culture
Future‑Ready & Innovation‑Driven
Join our team and be part of our success story! Apply now and take your career to new heights in the exciting world of cloud technologies.
Interested parties, please send your latest resume with present and expected salary by clicking APPLY NOW. All applications will be treated in strict confidence and for recruitment purposes only. Only shortlisted candidates would be contacted.
Full-time
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