IT Support Engineer

Responsibilities:

• Own IT in the Region: Act as the sole on-site IT engineer for our Hong Kong office and the go-to IT contact for all employees across APAC. You'll work closely with the global IT team, but day-to-day decisions in the region are yours.
• Be the First Responder: Serve as the primary point of contact for all incoming IT support requests from APAC employees via our ticketing system, email, chat channels, or walk-ups. Provide remote support to colleagues in other APAC locations.
• Triage & Troubleshoot: Diagnose and resolve hardware, software, and basic network issues independently. Know when to fix it on the spot and when to escalate complex issues to the global System Administration team, often across time zones.
• Manage the User Lifecycle: Execute onboarding and offboarding processes for APAC staff. Create accounts in Active Directory/Google Workspace/MFA, configure workstations, and set up secure access.
• Deploy & Maintain Hardware: Prepare, image, and deploy both Windows and Apple-based devices, including shipping and remote setup for employees outside Hong Kong. Help procure and maintain office tech, including monitors, docking stations, conference room AV equipment, and office cable management.
• Manage Local Vendors: Own communication, coordination, and procurement with hardware, software, ISP, and facilities-related IT vendors across the region.
• Office Access: Maintain and support our office access systems used by employees and visitors.
• Office Infrastructure: Maintain the local network and server/communications room, including the systems which reside there.
• Educate, Document & Automate: Write clear, simple "How-To" guides for our internal knowledge base (in English) to help users solve common problems on their own. Support the automation of recurring tasks.

Relevant experience:

The Essentials: 4+ years of experience in an IT Helpdesk or customer-facing technical support role.
Independent Operator: Proven ability to work autonomously with minimal supervision. Experience as the sole IT person supporting an office is highly desirable.
Languages: Fluent English and Cantonese are required. Mandarin is a strong plus.
Customer-First Mindset: Excellent communication skills and the patience to explain technical concepts to non-technical staff in a multicultural environment.
Core Tech Experience: Strong hands-on experience troubleshooting and administering Windows, macOS, Google Workspace, MS Office, and related tools. Experience with AI-assisted automation.
Admin Basics: Familiarity with user, group, and policy management in Active Directory and Google Admin console.
Hardware & Network Fundamentals: A strong understanding of laptop hardware, peripherals, and network concepts (Wi-Fi, VPNs, IP addressing, basic switching).

Bonus Points:

Experience supporting users across multiple countries or time zones in APAC.
Experience working in and administering IT Service Management tools like ManageEngine and Atlassian Jira.
Basic familiarity with PowerShell and scripting.
Familiarity with ITIL.
Relevant IT certifications.