Technical Support Officer

We are looking for a hands-on Technical Support Officer to own day-to-day IT support and workplace technology for our Hong Kong offices and supported sites in Macau and mainland China. You will be the escalation point for anything that stops a user working — the instinct we are looking for is to fix it, not to log it and wait.

You will join MTA, our technology and automation team, reporting to the Technical Manager and supporting 200+ users.

What you will do:

• First- and second-line support for Windows and macOS users — deployment, configuration, fault diagnosis, hardware repair, and remote support for travelling staff.
• IT onboarding and offboarding, from equipment build and account provisioning through to recovery.
• Maintain office networks: switches, access points, cabling, TCP/IP, DNS, DHCP, firewall and VPN, plus server patching and maintenance.
• Run video conferencing for multi-site meetings, and support meeting room, CCTV and POS technology.
• Track requests so nothing is lost, report monthly on recurring faults, and write the SOPs and guides that keep support knowledge in the team.
• Own IT sourcing, asset inventory, vendor contracts and warranty claims across the supported estate.
• Support IT for office moves, fit-outs and refresh cycles.

What you will bring:

• At least 4 years in IT support for a site or business unit, with proven ownership of 100+ users and 200+ devices.
• Hands-on Windows and macOS support in the same environment.
• Practical experience configuring office network infrastructure — switches, access points, structured cabling, firewall and VPN.
• A structured approach to logging and closing requests, with or without a formal ticketing system.
• Experience managing IT vendors, hardware sourcing and asset inventory.
• Diploma or above in IT, Computer Science or Engineering, or equivalent practical experience.
• Fluent Cantonese and English (spoken and written), fluent written Chinese, conversational Mandarin

Nice to Have

• Cross-border support experience across Hong Kong, Macau or mainland China.
• Manufacturing, industrial or multi-entity group environment.
• CCTV, POS or other operational technology alongside standard IT.
• Certification in networking, security, service management, Microsoft or Apple platforms (CCNA, Network+, Security+, ITIL, Modern Desktop, ACSP or similar). Recent hands-on evidence counts in place of a current certification.