Senior IT Support Engineer, Asia

Roles and Responsibilities:

• Manage a small team of outsourced IT support specialists to provide day to day workplace support services based on the defined scope and Service Level Agreement in HK
• Be the escalation point for IT support specialists to provide workplace support in Asia offices
• Perform endpoint management and support including advanced level troubleshooting tasks and operating system support on Microsoft Windows OS, mobile devices, and other workplace equipment
• Support the end-to-end life cycle of asset inventory and maintain an up to date CMDB
• Support continuous improvement of ITSM processes
• Develop IT training material, FAQs, and user guides of the IT services for the users
• Provide support for internal and external IT audit
• Provide event support, setup AV, live stream, and other workplace equipment
• Perform installation and upgrade of Workplace hardware and software for the users
• Perform imaging / re-imaging of Windows PCs, laptops
• Experience managing enterprise patching, vulnerability remediation, emergency security updates, and compliance reporting.Support the cybersecurity teams to perform emergency patching in a timely manner
• Coordinate with external vendors for timely repair of the devices under warranty

Requirements

• Bachelor’s degree in IT or related disciplines
• Self-motivated, action and results oriented
• Well organized, good communication and reporting skills
• Fluent in English and Putonghua, other language skills will have additional advantages
• Experience with Windows end user computing configuration, virus scanners, and other security products
• Experience with Microsoft Intune, SCCM, Autopilot, Entra ID joined devices, and modern endpoint management in an enterprise environment.
• Experience with Microsoft Defender for Endpoint, endpoint security policies, device control, vulnerability remediation and security compliance controls.
• Experience with supporting Virtual desktop
• Familiarity with cloud-hosted products such as Microsoft 365 (M365)
• Experience in managing users and computers in Active Directory
• Experience in interacting with software and hardware external vendors
• Experience in configuring, managing, and troubleshooting using any remote desktop tools
• Experience in configuring and managing antivirus tools in the workplace environment
• Experience with any ticketing and issue-tracking systems such as JIRA, ManageEngine, ServiceNow
• Experience in an ITIL environment is a plus
• Able to build strong relationship with users in the organization
• Proficient working knowledge and experience in any 2 of these areas: Windows, M365, Active directory, ITIL, Workplace & collaboration hardware + software, project management
• Able to effectively prioritize and execute tasks in a high-pressure environment
• Able to follow through tasks until completion independently