(Senior) Support Engineer, 7x24 shift

About Amidas

Amidas is an award-winning Cybersecurity and AI solutions provider headquartered in Hong Kong. We are Microsoft's Security Partner of the Year with Azure AI Platform Advanced Specialization, serving major banking, insurance, and critical infrastructure clients across the region. Our engineers work on enterprise-grade AI, cloud, security, and infrastructure projects, gaining hands-on exposure to large-scale environments.

About the role

We are looking for a (Senior) Support Engineer to join our Managed Services team on a 7x24 shift basis. You will provide technical support and troubleshooting for the IT solutions we deliver to clients, support day-to-day infrastructure operations, and help ensure stable, reliable service delivery. The role covers incident monitoring, solution and infrastructure troubleshooting, and operational support in a round-the-clock shift environment. Candidates with solid technical experience and team leadership or shift supervision experience may be considered for a Supervisor position.

Key responsibilities

• Provide technical support and troubleshooting for IT solutions and infrastructure delivered to our clients.
• Monitor IT infrastructure, systems and alerts to ensure service availability and stability.
• Handle, investigate and follow up on incidents and service requests through to resolution.
• Perform routine system health checks, monitoring and operational support activities.
• Escalate incidents to the appropriate technical teams when required and follow through until resolution.
• Support customer system changes and scheduled operational activities.
• Work closely with technical services teams, vendors and clients to resolve issues.
• Maintain accurate incident records, operational logs and technical documentation.
• Follow established IT operational procedures, security requirements and service standards.
• Work on a 7x24 rotating shift roster, including nights, weekends and public holidays.

About you

• Degree in Information Technology, Computer Science, Engineering or a related discipline.
• Relevant experience in IT support, infrastructure operations, system administration, NOC or managed services; experience at an IT solutions provider or system integrator is an advantage.
• Hands-on knowledge of enterprise IT infrastructure, e.g. Microsoft 365.
• Knowledge of networking, virtualization, backup, storage or monitoring tools is an advantage.
• Strong troubleshooting and incident-handling skills.
• Able to work independently and stay effective in a fast-paced, shift-based environment.
• Good communication, documentation and problem-solving skills.
• Good command of spoken and written English and Chinese; Cantonese required, Mandarin an advantage.
• Willing to work on a 7x24 rotating shift basis.