IT Support Engineer

Team Segment : Corporate

KKCompany Technologies Group is a leading technology group in software services. We have created the worlds first legal music streaming platform, KKBOX, and are an international software technology group focused on multimedia technologies, digital cloud, and AI applications as our core business to create value for the customers. The group consists of self-owned brands including KKBOX, BlendVision, and Going Cloud with enterprise customers across Asia. KKCompany Technologies has attained OpenChain ISO/IEC 5230 and ISO 27001 third-party international certification.

We have over 500 employees across offices in Tokyo, Singapore, Taipei, Kaohsiung, and Hong Kong. For more information please visit our website: and blog:

The IT Support Engineer / IT Support Specialist is a first-line support professional, primarily responsible for IT Service Desk operations. This role involves promptly addressing user IT-related inquiries, rapidly triaging and categorizing issues for initial damage control, and determining whether escalation to second-line personnel is required. The IT Support Engineer plays a crucial role in ensuring efficient IT service delivery and user satisfaction by providing timely support for various IT issues.

Responsibilities:

First-line Technical Support and Problem Resolution:

• Serve as the primary point of contact for internal users' IT-related issues, including quick responses to inquiries and guidance.
• Address user problems concerning general device usage (e.g., laptops, mobile phones), network connectivity (wired/wireless), Wi-Fi connections, printer setup and troubleshooting, and other IT-related matters.
• Provide FAQ guidance and solutions for common issues.
• Perform initial problem diagnosis and resolution to minimize impact on business operations.

Office and Conference Room Equipment Maintenance:

• Responsible for the daily maintenance and troubleshooting of Office Automation (OA) equipment, such as scanners, photocopiers, and shredders.
• Ensure that conference room audio-visual equipment, projection systems, video conferencing equipment, and other related devices are functioning correctly, and provide usage support.
• Assist with the setup and testing of conference room equipment to ensure smooth meetings.

Service Desk Operations and Issue Classification

• Rapidly classify, log, and track incoming IT issues. 

• Assess the complexity and urgency of problems and determine whether escalation to second-line (L2) or relevant IT teams is necessary.

• Monitor the IT service desk's operations to ensure service requests are processed in a timely manner

User Services and Communication

• Provide friendly and efficient IT technical support services to enhance user satisfaction and experience.
• Collect user feedback and assist in optimizing IT service processes.
• Maintain the IT knowledge base of frequently asked questions to help users self-resolve issues.
• Leverage AI tools (e.g., Gemini, ChatGPT) to query solutions, draft user guides, and enrich FAQ/knowledge base content for faster issue resolution.

IT Asset and Basic System Maintenance

• Assist in the management and maintenance of office IT equipment and applications.
• Support IT-related routine checks and maintenance task.
• Ensure adherence to and implementation of corporate information security policies in daily operations (e.g., account management, password handling, device compliance, data protection).

Requirements:

• Practical experience in IT Service Desk or first-line technical support.

• Familiarity with basic operations and troubleshooting of Windows and macOS operating systems, as well as standard office software (e.g., Microsoft 365, Google Workspace).
• Basic understanding of networking (TCP/IP, Wi-Fi) and the ability to configure and troubleshoot routers and switches.
• Experience with common hardware support issues, such as printer setup and connection problems.
• Possess excellent communication skills, a customer service orientation, and problem-solving abilities.
• Ability to quickly learn new technologies and independently resolve issues.
• Possess clear logical thinking to determine issue types and priorities rapidly.
• Awareness of information security principles and willingness to follow company security standards.
• Familiarity with or ability to quickly learn AI tools (e.g., Gemini, ChatGPT), with the capability to apply Prompt Engineering for daily IT support tasks such as solution searching and user documentation.

Nice to Have:

• Experience using IT service management systems (e.g., Jira Service Management, Zendesk).

• Basic knowledge of automation scripting (e.g., Shell Script, Python, PowerShell).

• Experience handling entry-level information security issues.