IT Support Specialist

4 days ago


Hong Kong, Central and Western District, Hong Kong SAR China eTeam Full time
About the Role

We are seeking a highly skilled and experienced IT Support Specialist to join our team at eTeam. As a key member of our technical services department, you will be responsible for providing exceptional support to our clients across various technology platforms.

Key Responsibilities
  • Deliver seamless support for BAU Technology and Voice tasks, ensuring timely and efficient resolution of issues.
  • Lead the successful delivery of IT relocation projects, overseeing audits, preliminary works, and ensuring high-quality results.
  • Manage hardware inventory, maintaining accurate stock levels and promptly addressing any discrepancies.
  • Process hardware requests through our internal ordering system, ensuring smooth and timely fulfillment.
  • Maintain visibility into the ticket queue, effectively managing requests from inception to completion.
  • Conduct regular housekeeping activities in IT rooms to maintain a clean and organized environment.
  • Support events such as annual power downs, post-desk checkouts, and other logistical requirements.
  • Assist with hardware decommissioning events, ensuring safe and secure disposal practices.
  • Collaborate on business moves and changes, contributing to early-stage planning and execution.
  • Escalate complex issues to higher authorities, ensuring timely resolution and minimizing disruptions.
  • Set up and install temporary training rooms and office-wide event spaces, including Expo's.
  • Patch Comms rooms and assist with work-from-home hardware requests.
  • Adhere to company policies regarding overtime and expenses, prioritizing cost control and efficiency.
  • Effectively manage workload to meet SLA/OLA targets, consistently delivering high-quality results.
  • Demonstrate exceptional customer care behaviors, embracing a customer-focused approach to service delivery.
  • Cross-functional collaboration is essential, working closely with teams to ensure cohesive support for customers.
  • Participate actively in Continuous Service Improvement initiatives, taking ownership of actionable recommendations.
  • Perform basic troubleshooting, system upgrades, and replacements, ensuring seamless employee experiences.
  • Deploy equipment for new hires, refreshes, and offboarded employees, ensuring consistent configuration and functionality.
  • Evaluate user requests and propose effective technological solutions, leveraging expertise to drive innovation.
  • Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals, adhering to industry standards.
  • Able to work outside standard hours and contribute to weekend efforts when necessary.
  • Image/re-image computers, configure IP phones, and mobile phones, ensuring streamlined deployment processes.


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