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Desktop Support Engineer

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Alan Partners Full time

Key Responsibilities

  • Provide 1st to 3rd level technical support for all Engineering systems and services in the Hong Kong office.
  • Support global users remotely via remote control tools and telephone.
  • Deliver "at-desk" support and proactive floor-walking assistance on a rotational basis.
  • Take full ownership of tickets, ensuring timely updates, resolution, and communication with users.
  • Manage end-user lifecycle administration (e.g., onboarding/offboarding, user access).
  • Ensure proper configuration and asset management, maintaining accurate inventory records.
  • Support video conferencing systems and manage events or meeting setups.
  • Participate in on-call rotations for after-hours and weekend support as needed.
  • Ensure consistent documentation and contribute to internal knowledge management.
  • Provide support for laptops, remote working tools, mobile devices (iOS), and cloud storage.
  • Assist with connecting and coordinating global offices through video conferencing systems.

Ideal Experience

  • Minimum 5 years of helpdesk or technical support experience within global organizations, ideally in financial or professional services.

Hands-on knowledge of:

  • Windows 10
  • Apple macOS and iOS
  • Microsoft Office 365 Suite
  • Cloud storage platforms
  • Zoom Video Conferencing tools
  • Basic networking and hardware support
  • Basic scripting knowledge
  • Microsoft 365 SaaS Administration (Exchange Online, Teams, OneDrive, Power BI, Flow)

Preferred Exposure To

  • ZScaler
  • SCCM Windows 10 Build Process
  • Microsoft Endpoint Manager
  • LogMeIn
  • Supporting VIP stakeholders
  • iOS device management
  • Zoom (Video Conferencing and Phones)

Key Attributes

  • Strong communicator: Clear and concise in both written and verbal communication.
  • Detail-oriented and execution-focused: Enjoys structure and ensuring operational excellence.
  • Collaborative team player: Works well in a team environment and contributes positively to team success.
  • Service-oriented and proactive: Highly motivated, resourceful, and committed to delivering quality outcomes.
  • Integrity and professionalism: Demonstrates high levels of trust and responsibility in all interactions.

Working Hours & Travel

  • 9-hour shifts (inclusive of a 1-hour break) between 8:00am and 7:00pm.
  • Flexibility required for occasional after-hours and weekend support.
  • Must be open to occasional travel to support regional and global operations.