Senior Desktop Support Engineer

Role Overview

We are seeking an experienced Senior Desktop Support Engineer to lead end-user technology support for the Hong Kong office. This position will be responsible for delivering a high-quality support experience across the business, partnering closely with global IT, security, infrastructure, and engineering teams while ensuring the reliability of local technology operations.

This is a hands-on role suited to someone who thrives in high-performance environments and enjoys solving complex technical challenges while driving continuous improvement.

Key Responsibilities

• Lead day-to-day IT support operations for the Hong Kong office.
• Provide deskside and remote support across end-user devices, applications, identity management, networking, and collaboration tools.
• Deliver high-touch support for senior stakeholders and business-critical teams.
• Act as the primary escalation point for complex technical issues and coordinate with global technology teams to drive resolution.
• Mentor and provide guidance to junior support staff while maintaining hands-on technical ownership.
• Manage onboarding, offboarding, device deployment, inventory, asset management, and hardware lifecycle processes.
• Administer and support endpoint management platforms, ensuring compliance and security standards are maintained.
• Troubleshoot Windows, macOS, iOS, networking, and enterprise application issues.
• Maintain conference room technology, AV systems, and meeting space functionality.
• Identify recurring issues, implement root-cause fixes, and improve operational processes through automation and documentation.
• Support local technology projects, office initiatives, business continuity planning, and vendor management.
• Participate in a global emergency support and on-call rotation.

Key Requirements

• 5+ years of experience in desktop support, end-user computing, or IT support functions.
• Previous experience working within financial services, trading, professional services, or other fast-paced environments.
• Experience acting as a senior escalation point, technical lead, or local IT owner.
• Strong knowledge of Windows, macOS, and mobile device support.
• Hands-on experience with endpoint management solutions such as Microsoft Intune and Jamf.
• Strong understanding of Microsoft 365 technologies, including Outlook, Teams, and OneDrive.
• Experience with user provisioning, identity management, access control, and authentication troubleshooting.
• Solid networking knowledge across TCP/IP, DNS, DHCP, VPN, wireless networks, and connectivity troubleshooting.
• Familiarity with ITSM platforms and SLA-driven support environments.
• Strong communication skills and the ability to support senior stakeholders effectively.
• Proven ability to work independently, prioritize effectively, and take ownership of technical issues through resolution.
• Degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.

Nice to Have

• Experience supporting trading desks, investment firms, or other high-availability environments.
• Previous mentoring or leadership experience within an IT support team.
• Exposure to PowerShell, Python, Bash, or automation initiatives.
• Familiarity with enterprise SaaS and collaboration platforms.
• Relevant certifications such as Microsoft, Apple, Cisco, ITIL, CompTIA, or equivalent.