IT Support Engineer

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: www.kkcompany.com and blog: blog.kkcompany.com

The IT Support Engineer is responsible for providing technical support, managing third-party applications, and ensuring efficient IT service operations. This role involves troubleshooting issues, refining support processes, and ensuring the stability of IT systems. The IT Support Engineer will monitor problem trends, manage user requests, and contribute to continuous service improvement. Additionally, the role includes supporting IT audits, ensuring regulatory compliance, and mitigating IT-related risks.

Responsibilities:

• Provide technical support for internal teams, addressing IT service issues and optimizing third-party applications.
• Develop and improve IT support processes to enhance efficiency and service quality.
• Troubleshoot and resolve technical issues to minimize business disruptions.
• Analyze problem trends, proactively manage user requests, and implement preventive measures.
• Generate reports on IT support performance metrics, trends, and challenges, offering recommendations for improvement.
• Collaborate with IT teams to align support activities with organizational IT objectives. 
• Ensure compliance with IT-related regulations and identify potential risks.
• Support IT self-assessments, regulatory reviews, and documentation processes.
• Assist with IT audits, coordinating necessary activities with internal teams.

Requirements:

• Strong experience in IT support, troubleshooting, and vendor coordination. 
• Proficiency in IT operations management tools, problem resolution, and root cause analysis.
• Knowledge of IT problem management, reducing business impact.
• Familiarity with OSI 7-layer networking model and network troubleshooting. 
• Strong analytical skills to identify system issues and improve IT operations. 
• Basic knowledge of IT security management systems; ISO 27001 experience is a plus. 
• Excellent verbal and written communication skills in English.
• Hands-on experience in network troubleshooting; CCNA certification is a plus.
  
• Proficient in writing automation scripts (e.g., Shell Script, Python, PowerShell) for purposes such as system monitoring, daily operations, automated deployment, or troubleshooting, in order to enhance operational efficiency and system stability.

Nice to Have:

• Minimum 5 years of IT experience, preferably in a support or service desk role.
• Bachelor's degree in Information Technology, Computer Science, or related field.
  
• Experience supporting Google Workspace and Microsoft Azure environments.
• Hands-on experience with Microsoft 365 (M365) services and applications.
• Expertise in MacOS and Windows 11 support.
  
• Experience with Azure Active Directory (Azure AD) administration.
• Ability to thrive in a dynamic environment with a proactive, problem-solving mindset. 
• Prior experience supporting a global or multi-site IT service team is highly desirable.