Senior IT Engineer

‼️Responsibilities:

1. End-User Support & Communication

   • Provide first and second-line desk side support for hardware, software, and network-related issues.

   • Maintain effective communication with office users, and IT teams to ensure service alignment.

   • Escalate complex issues to relevant IT teams following defined procedures.

2. Incident & Request Management

   • Log, track, and resolve IT incidents & service requests within agreed SLAs.

   • Assist in major incident coordination when required.

3. Hardware & Software Management

   • Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals).

   • Assist in OS managing, software installations, and patch management.

   • Maintain accurate IT asset inventory (hardware & software) and track life cycle.

4. Vendor & Third-Party Coordination

   • Work with vendors, outsourcers, and contractors to deliver IT services (helpdesk, store projects, etc.).

   • Ensure vendor performance meets agreed service levels.

5. Office IT Support

   • Support store IT setups, POS systems, and network equipment (if applicable).

6. Compliance & Documentation

   • Follow ITSM processes (ITIL-based Incident, Request, Problem Management).

   • Maintain knowledge base articles for common issues and resolutions.

   • Other Duties.

   • Assist in IT projects (e.g. Windows upgrades, hardware refresh).

   • Perform other IT support duties as assigned.

🎯Requirements:

• 3-5 years of proven track record in IT support, preferably in retail operations in the luxury industry.

• Excellent communication and interpersonal ability in both written and spoken English, Mandarin is a plus.

• Customer-centric and aims to deliver exceeding expectations.

• Technical Skills:

  • ✅Basic knowledge of ServiceNow

  • ✅Fundamental understanding of networking

  • ✅Basic proficiency in Microsoft Intune and Microsoft 365

• Strong analytical and problem-solving skills, self-driven and proactive.

• Able to work independently and multitask with minimum supervision.

• Able to work under pressure and meet tight schedules.

• Skills in change management are an added advantage.

• Project management experience is an added advantage.

*This is a renewable 1-year contract position.

If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.