Helpdesk Desk Tier 1 Engineer

Fonction Technologies de l’information
北京, Chine
Secteurs d'activité Non précisée
Type de contrat CDI
Expérience requise 0 à 2 ans


  • Bachelor's degree in a technical field of study or equivalent IT certification.
  • Minimum 1 year experience providing support to customers
  • Excellent verbal and written English skills.
  • Microsoft Windows 10 setup and configuration experience.
  • MS Office 365 and/or Exchange administration.
  • IT security, including authentication and encryption experience a plus.
  • Microsoft SharePoint Online a plus (supporting SharePoint systems).
  • Passion for learning new tools and technologies.
  • Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints.
  • Effective interpersonal skills and ability to maintain positive working relationship with others.


  • Account management, ticket management and other projects management according to service desk scope and procedures.
  • Follow security good practices.
  • Logging IT related service problems and incidents.
  • Provide excellent customer service by maintaining regular communication with customers regarding their ticket status. 
  • Test and troubleshoot new hardware components.
  • Receive technical support calls, troubleshoot and resolve the issue, when possible.
  • Escalate complex issues to higher level of expertise within IT teams to ensure rapid resolution of tickets. 
  • Ensure that SLAs are being respected.
  • Acquire good knowledge of approval procedure and apply it strictly before doing any action.
  • Create reports and statistical information regarding ticket statuses.

Présentation de l'entreprise
who we are

TLScontact is a pioneering company specialized in providing customer relationship management excellence within a face-to-face environment. We are part of the Teleperformance Group, the worldwide leading provider of excellent customer experience at every single opportunity, serving governments and companies. Our rapid growth is a direct consequence of the confidence our clients have in us and the outstanding work performed every day by our teams around the world.

What we do

We operate a growing number of face-to-face contact centers worldwide. TLScontact offers its clients an end-to-end solution, starting with information provision across multiple media platforms, to the direct face-to-face contact experience and back office tasks. Our contact centers are the essential link between organizations and their customers.