IT Support Officer

We are seeking a responsible and service-oriented IT Support Officer to provide day-to-day technical support for a law firm. The successful candidate will support end users, maintain office IT equipment, coordinate with external IT vendors, and assist with basic infrastructure monitoring.

This role requires strong communication skills, attention to detail, and the ability to handle confidential information in a professional manner.

Key Responsibilities

• Provide first-line technical support to users for general desktop and client-side issues, including:

  • Microsoft Outlook and Microsoft Office applications
  • Wi-Fi and network connectivity
  • Printing and scanning
  • Windows notebook and desktop issues
  • Video conferencing and other office equipment

• Set up and configure new notebooks, user accounts, email profiles, printers, antivirus software, and standard business applications.

• Support staff onboarding, offboarding, equipment replacement, and user access changes.

• Maintain an accurate inventory of notebooks, desktops, monitors, mobile devices, software licences, and other IT equipment.

• Perform basic checking and monitoring of the antivirus or endpoint security management console.

• Monitor the server room environment, including equipment status, temperature, power supply, UPS alerts, and physical access.

• Handle IT-related contract, subscription, warranty, licence, and maintenance renewal records.

• Coordinate with external IT vendors and service providers for issues involving:

  • Firewall
  • Network switches
  • Physical and virtual servers
  • VMware environment
  • Internet and telecommunications services

• Follow up on vendor support cases and ensure incidents are properly resolved.

• Maintain IT documentation, equipment records, system information, support procedures, and vendor contact details.

• Assist with system maintenance, software updates, security checks, backup status checking, and other IT operational tasks.

• Escalate complex technical or cybersecurity issues to the appropriate internal team or external vendor.

• Perform other IT support duties as assigned.

Requirements

• Diploma or above in Information Technology, Computer Science, or a related discipline.

• Relevant experience in desktop support, helpdesk support, system support, or IT operations is preferred.

• Basic knowledge of:

  • Microsoft Windows
  • Microsoft 365 and Outlook
  • Wi-Fi and network troubleshooting
  • Printers and office equipment
  • Antivirus or endpoint security platforms
  • Windows Server, VMware, firewall, and network switches

• Able to perform basic technical troubleshooting independently.

• Strong customer-service mindset with good interpersonal and communication skills.

• Responsible, organised, detail-oriented, and able to manage multiple support requests.

• Able to work with external vendors and follow up on technical issues effectively.

• Able to handle confidential information with discretion, which is essential in a law firm environment.

• Good command of written and spoken Chinese.

• Fluent written and spoken English is an advantage.

Preferred Qualifications

• Experience working in a law firm, professional services company, financial institution, or other corporate office environment.
• Experience in IT asset management, licence renewal, vendor coordination, or user onboarding.
• Basic understanding of cybersecurity, data protection, backup systems, and access control.
• Relevant certifications such as Microsoft, CompTIA, Cisco, Fortinet, or VMware certifications would be an advantage.