We are seeking a motivated Level 1 Support Engineer to join our Managed Services Team. This is a role ideal for someone who has a passion for IT support and a desire to grow their technical skills in a fast-paced Managed Services environment. Your primary objective will be to ensure our customers' cloud environments are always available, performant, and secure.Responsibilities:Provide Level 1 technical support to customers via ticket, email or phone call.Log and track incidents and service requests in the ticketing system based on the SLA requirements.Monitor and maintain the health and performance of cloud infrastructure and resolve performance bottlenecks or availability issues.Troubleshooting issues related to cloud infrastructure, network and security services, and applications (AWS, Azure, Cloudflare, Akamai, etc).Respond to, investigate and resolve security alerts and technical incidents.Collaborate with engineering and development teams to conduct root cause analysis and implement long-term solutions and prevent recurrence of issues.Conduct on-site support services as required.On-call support and response to critical incidents are required outside regular working hours.Requirements:A diploma, high-diploma, or degree in Computer Science, Engineering, or a related field.Hands-on experience in implementing public cloud solutions like AWS, Azure, GCP, Tencent, Alibaba, Huawei Cloud. Relevant certifications are a major plus.A solid understanding of cloud security practices or zero trust security concepts (IAM, MDM, CASB, SWG, Cloudflare, OKTA etc.)Basic understanding of cloud network configurations, virtualisation technologies, and collaboration tools.Strong problem-solving skills and the ability to investigate and resolve complex cloud-related incidents.Good communication and interpersonal skills, with the ability to work effectively in a team.A strong interest in continuous learning and adapting to new cloud technology security practices.Able to work on standby/on-call and night shift due to project demands.Proficiency in English, Cantonese and MandarinAbout usMaster Concept (Hong Kong) Limited is a leading provider of IT solutions and services in the Asia-Pacific region. We have a strong track record of helping businesses of all sizes to optimize their technology infrastructure and drive digital transformation. Our team of experts is committed to delivering innovative and cost-effective solutions that enable our clients to achieve their business objectives.Apply now to join our dynamic team as a Service Support Engineer and be a part of our continued success.All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.