Desktop Support Engineer
3 days ago
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.
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