Technical Support Engineer (Helpdesk) - FCS IT -Shanghai

Job Responsibilities Provide first-line IT support to internal staff via remote or on-site service, covering daily hardware, software, network, account, and system issues. Manage the full ticketing lifecycle, including logging, assignment, follow-up, escalation, and closure, ensuring service quality meets SLA standards. Maintain the knowledge base by documenting common issues and solutions to improve team efficiency. Support enterprise applications, mobile office tools, and smart office applications through troubleshooting and functional guidance. Preferred Qualifications Knowledge of and interest in using AI tools (such as Chatbot, prompts, AI agents, etc.), with willingness to learn and promote new office tools. Software testing experience, with strong logical thinking and summarization skills — able to identify issues in functions and clearly document them, and support the team in testing and feedback collection. Able to use Excel or Power BI for basic data statistics and reporting. Requirements Bachelor's degree or above in Computer Science, Information Technology, or related fields preferred. 2+ years of experience in IT technical support or testing, familiar with ITSM processes and ticketing systems. Familiar with Microsoft Windows/Office and common office environments, with basic troubleshooting skills for network, computer hardware, and software issues. Strong service mindset, good communication skills, and teamwork spirit. Basic English reading and writing skills, able to read technical documents and emails in English.