IT Support Engineer

About the role

We are seeking a detail-oriented and proactive IT Support Engineer to join our team. In this role, you will be the primary point of contact for technical support, responsible for maintaining, troubleshooting, and securing our company's internal IT infrastructure, hardware, software, and network systems. The ideal candidate possesses strong problem-solving skills and a customer-first mindset to ensure seamless daily operations for all staff.

Key responsibilities

• Provide Tier 1 and Tier 2 IT support to internal employees via the IT ticketing system, remote assistance, and on-site deskside visits

• Install, configure, upgrade, and troubleshoot desktop/laptop computers (Windows & macOS), printers, IP phones, and mobile devices

• Manage and troubleshoot standard productivity software, including Microsoft 365, enterprise email, and internal business applications

• Manage user accounts, access controls, and permissions via Active Directory (AD) / Azure AD / Entra ID

• Assist in the deployment, monitoring, and maintenance of servers, cloud services, and regular backup routines

• Maintain an up-to-date hardware and software IT asset inventory

• Support daily network operations, including LAN/WAN, Wi-Fi connectivity, VPN access, and firewall settings

• Ensure endpoint security by deploying antivirus updates, security patches, and assisting in security compliance checks

• Assist in company-wide IT infrastructure projects, office relocations, hardware rollouts, and software migrations

• Create, update, and maintain comprehensive technical documentation, FAQs, and Standard Operating Procedures (SOPs) for the internal knowledge base

About you

• Higher Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related discipline

• Minimum 2–3 years of hands-on experience in IT support or infrastructure maintenance within a corporate environment

• Proficient in troubleshooting Windows 10/11 and macOS operating systems

• Solid understanding of Microsoft 365 administration (Exchange Online, SharePoint, Teams)

• Familiarity with user management tools such as Active Directory, Azure AD, or Google Workspace

• Fundamental knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi configuration)

• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or CCNA are a distinct advantage

• Excellent interpersonal and communication skills in Cantonese and English (Mandarin is a plus)

• Strong troubleshooting mindset with the ability to prioritize and multitask under pressure

• Patient, customer-oriented, and able to explain technical concepts clearly to non-technical users