Detail

Job Responsibilities

Technical Support: Provide high-quality deskside and remote technical support to end-users, troubleshooting and resolving hardware, software, and mobile device issues promptly.
Application Support: Deliver functional application support following standard operating procedures (SOPs), addressing common issues related to configuration, system performance, usability, and access control.
Cross-Functional Coordination: Act as the key contact point to coordinate with cross-functional teams (Infrastructure, App Owners, HR), external vendors, and stakeholders for system maintenance, onboarding support, and ad-hoc IT projects.
Asset & Documentation Management: Maintain up-to-date IT asset inventory records, support preventive system maintenance, and contribute to the internal knowledge base for recurring technical solutions.
Compliance & Security: Adhere strictly to IT security policies, compliance standards, and industry best practices while assisting with basic system updates, backups, and monitoring.
Team Leadership: Take ownership of coordinating incoming work demands and managing a small operational workforce to ensure daily support SLA targets are met.

Job Requirements

Education: Higher Diploma or Bachelor’s Degree in Information Technology, Computer Science, or a related technical field.
Experience: Minimum 3–5 years of hands-on experience in IT support roles, with a strong background in deskside/end-user computing support.
Technical Skills: Proven capability in hardware troubleshooting and repair (PCs, laptops, and peripherals) with strong diagnostic skills.
System Knowledge: Solid working knowledge of Microsoft 365 / Office Suite and common corporate business applications.
Service Management: Familiarity with ITIL concepts and practical experience utilizing ticketing systems such as ServiceNow, Jira, or Remedy.
Communications: Excellent customer-service mindset with strong verbal and written communication skills; able to explain technical concepts to non-technical users.
Languages: Good command of spoken Cantonese and English; written proficiency in English and Chinese (Mandarin is an advantage).
Key Attributes: Self-motivated, detail-oriented, and capable of working independently while demonstrating leadership potential in managing queue demands.