IT Support Technician

4 days ago

Hong Kong Island, Hong Kong SAR China BRG Full time
Company Overview: BRG, headquartered in Emeryville, CA, provides independent expert testimony, advisory services, and data analytics to major law firms, Fortune 500 companies, government agencies, and regulatory bodies worldwide. Our IT team supports a globally distributed workforce by leveraging Microsoft cloud and on-premises infrastructure to enable secure and efficient business operations across Windows, Mac, and mobile environments. Position Summary: The IT Specialist plays a crucial role in providing IT support across a global Microsoft cloud and on-premises environment. This role involves supporting Windows and Mac computers, as well as Bring Your Own Device (BYOD) mobile devices, ensuring seamless technology experiences for BRG users worldwide. The ideal candidate will demonstrate strong problem-solving skills, excellent customer service, and the ability to operate in a fast-paced, enterprise-level environment. Support is given face-to-face or remotely. We are looking for someone who has exceptional customer service skills combined with good technical knowledge. Key Responsibilities:
  1. IT Support & Service Management:
  • Provide Tier 1 and Tier 2 IT support for BRG employees, contractors, and external partners.
  • Troubleshoot and resolve hardware and software issues on Windows 10/11 and macOS systems.
  • Support mobile devices, including BYOD smartphones, tablets, and corporate-issued laptops.
  • Maintain and optimize Microsoft 365 applications, including Outlook, SharePoint, Teams, and OneDrive.
  • Assist with onboarding and offboarding activities, including new hire setups, laptop replacements, and data transfers.
  • Manage ITSM ticketing system (ServiceNow) to track incidents, requests, and resolutions efficiently.
Microsoft Cloud & On-Premises Infrastructure Support:
  • Manage Microsoft Entra ID (Azure AD) user accounts, security groups, and access permissions.
  • Assist with Windows Autopilot and Intune MDM for device provisioning and management.
  • Monitor cloud-based and on-premises IT services, ensuring optimal performance and reliability.
  • Support Microsoft Defender for Endpoint, ensuring compliance with security standards.
  • Provide assistance with Group Policy (GPO) management, ensuring device security and standardization.
Networking & Security Compliance:
  • Assist with network troubleshooting, including DNS, DHCP, VPN, and firewall connectivity.
  • Ensure compliance with IT security policies, including MFA enforcement and BYOD security protocols.
  • Assist with certificate management for internal and external applications.
Device Management & Asset Tracking:
  • Track, maintain, and update IT asset records within ServiceNow ITSM.
  • Administer and troubleshoot cloud-based printing solutions and endpoint configurations.
  • Ensure firm-wide compliance with hardware, software, and mobile device policies.
  • Inform IT Service Delivery Lead of low hardware stock. Take delivery of new stock and store securely.
End-User Training & Knowledge Sharing:
  • Create and maintain knowledge base articles to support end-users and internal IT teams.
  • Provide training and guidance on Microsoft 365 tools, BYOD best practices, and security policies.
  • Work with global IT teams to ensure standardized IT processes across all BRG locations.
Qualifications & Skills: Required:
  • Proven experience in an enterprise Microsoft cloud and on-premises environment.
  • Strong experience supporting Windows 10/11 and macOS operating systems.
  • Familiarity with BYOD support, including iOS, Android, and MDM solutions (Intune preferred).
  • Experience working with Active Directory / Azure AD, Microsoft 365, and security tools.
  • Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
  • Excellent troubleshooting and customer service skills.
  • Ability to communicate effectively with a range of stakeholders.
  • Experience gained in a professional services or consulting environment would be beneficial for this role.
Preferred:
  • ITIL v3 or ITIL 4 Foundation certification.
  • CompTIA A+ or Microsoft 365 Certified: Modern Desktop Administrator Associate.
  • Experience with ServiceNow or other ITSM platforms.
  • Bilingual/English proficiency preferred.
Work Environment & Expectations:
  • 75% on-site presence in an international BRG location with occasional remote work.
  • Up to 25% travel for short-term IT support and infrastructure projects.
  • IT personnel support global BRG locations, including remote employees and independent contractors.
  • On-call and off-hours duties as required.
  • Core support hours are between 8:00 AM – 7:00 PM local time, based on shift availability.

Location: Hong Kong (supporting Dubai, HK, Singapore and Australia)
FLSA Status: Non-Exempt
Travel: Up to 25%

This job description outlines key responsibilities and qualifications but is subject to change based on business needs. This description indicates the general level and nature of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. #LI-RT1
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