IT Support Engineer (Ref: IT-ITSUE)
About the Role:
We keep developing our workplace onto Microsoft 365, AI agent and automation, and we are looking for an IT Support Engineer who wants to be part of that change.
You will be the go-to person for everyday technology across the company — keeping our people and frontline operations running smoothly — while helping them work smarter with Microsoft 365, AI and simple automation. This is a hands-on role, with direct exposure to Intune, Entra ID, AI & Power Platform and digital transformation projects.
Job Duties:
Act as the first point of contact for day-to-day IT support — PCs, notebooks, mobile devices, printers and workplace applications.
Troubleshoot hardware, software, user account, access, network and Wi-Fi issues, and follow through until resolved.
Support Microsoft 365 services including Teams, Outlook, OneDrive, SharePoint, Exchange Online, Copilot, etc.
Assist with device setup, software deployment, endpoint management & cybersecurity using Intune, Entra ID, Intune, AD, XDR, SASE and related tools.
Provide first-line support for various business applications, meeting-room systems, digital signage, Cloud, etc.
Help colleagues use Microsoft Copilot and other approved AI tools effectively through practical guidance and short training sessions.
Work with departments to build and support simple Power Automate flows, Power Apps, or AI agent for application that replace manual work.
Log incidents, requests and solutions accurately in the IT service management system and build up our knowledge base for developing AI agent for IT Support.
Carry out first-line checks on infrastructure, network and cyber security issues, escalating to the team where needed.
Maintain IT inventory, software licence and equipment records.
Contribute to proof-of-concept, new function test, implementation, rollout, training, and helping users adopt new IT technology.
Provide urgent on-site or remote support outside office hours when reasonably required.
Perform ad-hoc IT duties as necessary
Requirements:
Higher Diploma or Degree in Computer Science, Information Technology or a related discipline.
At least 2 years of experience in IT support, helpdesk, desktop support or end-user computing.
Hands-on experience supporting Windows PCs, Microsoft 365, mobile devices and common office applications.
Working knowledge of Microsoft 365 administration, Entra ID, Intune or other endpoint management tools.
Basic networking knowledge — IP, DNS, DHCP and Wi-Fi troubleshooting.
Good problem-solving and documentation skills, with a customer-focused mindset.
Good command of spoken and written English and Chinese.
Self-motivated, willing to learn, and comfortable working as part of a small team.
Experience with Copilot Agent Builder, Copilot Studio, Power Automate, Power Apps, PowerShell and other automation tools is an advantage.
Experience supporting SharePoint, Teams, and business-facing applications is an advantage.
Knowledge of IT service delivery, cybersecurity or data privacy practices is an advantage.
Experience in aviation or another time-sensitive operational environment is an advantage.