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This is a remote position.
Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment. Our diverse team shares a common purpose, making Sunbytes a great place to work.
We offer comprehensive long-term partnerships, including recruitment, dedicated worldwide talents, and custom software development, tailored to meet client needs.
Join Us
Are you a driven IT support professional with a passion for troubleshooting and client service? Sunbytes is seeking a detail-oriented Remote Service Desk Engineer - Level 1 to join our growing team. In this role, you will play a key part in supporting our global IT infrastructure, helping users resolve technical issues efficiently while delivering a seamless support experience.
About The Role
Sunbytes is setting up and managing an NOC team in South-East Asia for their US partner. We are looking for a Remote Service Desk Engineer (Level 1) who will serve as the first point of contact for end users requiring IT assistance. This role focuses on providing first-line support across Networking , Cloud Services , and Laptop/Server environments , ensuring all incidents and service requests are resolved or escalated promptly and in accordance with ITIL v4 best practices . You'll collaborate closely with higher-level support teams and contribute to our knowledge base to continuously improve support quality.
Job Responsibilities
Technical skills
Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment. Our diverse team shares a common purpose, making Sunbytes a great place to work.
We offer comprehensive long-term partnerships, including recruitment, dedicated worldwide talents, and custom software development, tailored to meet client needs.
Join Us
Are you a driven IT support professional with a passion for troubleshooting and client service? Sunbytes is seeking a detail-oriented Remote Service Desk Engineer - Level 1 to join our growing team. In this role, you will play a key part in supporting our global IT infrastructure, helping users resolve technical issues efficiently while delivering a seamless support experience.
About The Role
Sunbytes is setting up and managing an NOC team in South-East Asia for their US partner. We are looking for a Remote Service Desk Engineer (Level 1) who will serve as the first point of contact for end users requiring IT assistance. This role focuses on providing first-line support across Networking , Cloud Services , and Laptop/Server environments , ensuring all incidents and service requests are resolved or escalated promptly and in accordance with ITIL v4 best practices . You'll collaborate closely with higher-level support teams and contribute to our knowledge base to continuously improve support quality.
Job Responsibilities
- Provide first-level support for technical incidents via phone, email, and ITSM tools.
- Log, categorize, and prioritize issues according to ITIL v4 guidelines.
- Troubleshoot or escalate issues related to networks, cloud platforms, and devices.
- Fulfill service requests such as account setup, password resets, and software installations.
- Identify recurring incidents and assist in problem documentation and reporting.
- Maintain knowledge base articles and share best practices with team members.
- Communicate effectively with users, providing updates and policy guidance.
- Collaborate with Level 2 and 3 teams to ensure smooth issue resolution.
- Follow strictly IT security policies and report compliance or security concerns promptly.
Technical skills
- Associate or Bachelor's degree in IT, Computer Science, or a related field.
- Preferred certifications: CompTIA A+, ITIL 4 Foundation, Microsoft 365 Fundamentals, Cisco CCNA (entry-level).
- 1–2 years of experience in IT support or help desk roles.
- Basic networking knowledge: IP, DHCP, DNS, LAN/WAN/VPN troubleshooting.
- Familiarity with networking hardware: switches, routers, firewalls, and wireless networks.
- Cloud platform support: Microsoft 365, Google Workspace, Azure/AWS.
- Understanding of cloud service models (SaaS, PaaS, IaaS) and account/security management.
- Hands-on experience with Windows/macOS devices, OS installation, patching, and peripheral support.
- Exposure to basic server administration (user management, log monitoring).
- Excellent analytical and problem-solving capabilities.
- Strong communication and customer service orientation.
- Pays high attention to detail and can document effectively.
- Comfortable working in a fast-paced environment and managing multiple tasks.
- Fluent in English, Mandarin and Cantonese , both written and verbal (system and call communication).
- There will be 5 working days per week, with 2 days off and weekend shifts, but working hours will not exceed 45 hours per week.
- Leave: 30 days per year including all holidays (based on a 12-month contract)
- Learning & Development: Access to training and development programs aligned with company goals and training policies.
- Compensation Growth: Annual salary review and adjustment, plus a performance-based bonus once per year.
This is a remote position.
Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment. Our diverse team shares a common purpose, making Sunbytes a great place to work.
We offer comprehensive long-term partnerships, including recruitment, dedicated worldwide talents, and custom software development, tailored to meet client needs.
Join Us
Are you a driven IT support professional with a passion for troubleshooting and client service? Sunbytes is seeking a detail-oriented Remote Service Desk Engineer - Level 1 to join our growing team. In this role, you will play a key part in supporting our global IT infrastructure, helping users resolve technical issues efficiently while delivering a seamless support experience.
About The Role
Sunbytes is setting up and managing an NOC team in South-East Asia for their US partner. We are looking for a Remote Service Desk Engineer (Level 1) who will serve as the first point of contact for end users requiring IT assistance. This role focuses on providing first-line support across Networking , Cloud Services , and Laptop/Server environments , ensuring all incidents and service requests are resolved or escalated promptly and in accordance with ITIL v4 best practices . You'll collaborate closely with higher-level support teams and contribute to our knowledge base to continuously improve support quality.
Job Responsibilities
Technical skills
Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment. Our diverse team shares a common purpose, making Sunbytes a great place to work.
We offer comprehensive long-term partnerships, including recruitment, dedicated worldwide talents, and custom software development, tailored to meet client needs.
Join Us
Are you a driven IT support professional with a passion for troubleshooting and client service? Sunbytes is seeking a detail-oriented Remote Service Desk Engineer - Level 1 to join our growing team. In this role, you will play a key part in supporting our global IT infrastructure, helping users resolve technical issues efficiently while delivering a seamless support experience.
About The Role
Sunbytes is setting up and managing an NOC team in South-East Asia for their US partner. We are looking for a Remote Service Desk Engineer (Level 1) who will serve as the first point of contact for end users requiring IT assistance. This role focuses on providing first-line support across Networking , Cloud Services , and Laptop/Server environments , ensuring all incidents and service requests are resolved or escalated promptly and in accordance with ITIL v4 best practices . You'll collaborate closely with higher-level support teams and contribute to our knowledge base to continuously improve support quality.
Job Responsibilities
- Provide first-level support for technical incidents via phone, email, and ITSM tools.
- Log, categorize, and prioritize issues according to ITIL v4 guidelines.
- Troubleshoot or escalate issues related to networks, cloud platforms, and devices.
- Fulfill service requests such as account setup, password resets, and software installations.
- Identify recurring incidents and assist in problem documentation and reporting.
- Maintain knowledge base articles and share best practices with team members.
- Communicate effectively with users, providing updates and policy guidance.
- Collaborate with Level 2 and 3 teams to ensure smooth issue resolution.
- Follow strictly IT security policies and report compliance or security concerns promptly.
Technical skills
- Associate or Bachelor's degree in IT, Computer Science, or a related field.
- Preferred certifications: CompTIA A+, ITIL 4 Foundation, Microsoft 365 Fundamentals, Cisco CCNA (entry-level).
- 1–2 years of experience in IT support or help desk roles.
- Basic networking knowledge: IP, DHCP, DNS, LAN/WAN/VPN troubleshooting.
- Familiarity with networking hardware: switches, routers, firewalls, and wireless networks.
- Cloud platform support: Microsoft 365, Google Workspace, Azure/AWS.
- Understanding of cloud service models (SaaS, PaaS, IaaS) and account/security management.
- Hands-on experience with Windows/macOS devices, OS installation, patching, and peripheral support.
- Exposure to basic server administration (user management, log monitoring).
- Excellent analytical and problem-solving capabilities.
- Strong communication and customer service orientation.
- Pays high attention to detail and can document effectively.
- Comfortable working in a fast-paced environment and managing multiple tasks.
- Fluent in English, Mandarin and Cantonese , both written and verbal (system and call communication).
- There will be 5 working days per week, with 2 days off and weekend shifts, but working hours will not exceed 45 hours per week.
- Leave: 30 days per year including all holidays (based on a 12-month contract)
- Learning & Development: Access to training and development programs aligned with company goals and training policies.
- Compensation Growth: Annual salary review and adjustment, plus a performance-based bonus once per year.