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The Tech Lead will oversee the Service Desk team in the APAC region to ensure timely incident resolution and high service quality. Responsibilities include managing complex technical escalations, handling customer inquiries, and performing administrative tasks in Active Directory.
Location: Remote Full-time
Department: Service Desk
Working hours: 5 working days per week, with 2 days off and weekend shifts, but working hours will not exceed 45 hours per week.
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.
Sunbytes is seeking a Tech Lead to help oversee the Service Desk Team across the APAC region. Your work will be crucial in ensuring the timely resolution of incidents and maintaining service quality and compliance for the team supporting our US partner. This position requires strong proficiency in English and Mandarin and skills on leadership and client-facing.
Serve as an escalation point and resolve complex technical issues.
Handle customer inquiries via phone, email, chat, or portal.
Coordinate with teams to resolve incidents quickly.
Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.
Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.
Assist remote users with VPN connection issues to ensure they can access company data.
Document, maintain and update the knowledge base.
Communicate with clients when needed
Job Requirements
Around 2-4 years of experience in a technical support or service desk role. Experience in leadership roles is a plus
Fluent in English, and Mandarin, both written and spoken
Active Directory: User management, password resets, account unlocks, user creation, and terminations.
VPN Support for End Users: General troubleshooting for remote and domain-joined devices.
Windows 10/11 Troubleshooting: Driver updates, OS updates, software installation, and basic issue diagnosis. MacOS knowledge is a plus
Good communication skills and the ability to lead small teams
Detail-oriented with strong organizational and follow-through skills.
Leave: 30 days per year, including all holidays (based on a 12-month contract).
Allowances: Competitive Shift Allowances (Night/Weekend).
Learning & Development: Access to training programs and sponsorship for IT certifications.
Compensation Growth: Annual salary review and performance-based bonus.
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