Client-Focused IT Support Engineer (M365 & Devices)

PTS Managed Services Limited; Hong Kong; On-site; HKD 150,000 - 210,000; Full time

Benefits offered by this job

Structured training and career growth

Career progression opportunities

Supportive team environment

Job summary

PTS Managed Services Limited is seeking a customer-focused L1 IT Support Engineer to deliver first-line IT support to clients across Hong Kong, via phone, email, remote tools, and on-site visits.

You will troubleshoot Windows 10/11, Microsoft 365, and Active Directory issues, assist with device setup and printer problems, maintain ticket documentation, and ensure SLA compliance while delivering excellent service. Occasional travel to Mainland China may be required.

Qualifications

• Minimum 2 years IT support or service desk experience.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Experience with Windows 10/11.
• Experience with Microsoft 365.
• Experience with Active Directory / Entra ID.
• Basic networking knowledge (TCP/IP, Wi‑Fi, VPN).
• Experience with printers and end-user devices.
• Fluent English and Cantonese; Mandarin is an advantage.

Responsibilities

• Provide first-line IT support via phone, email, remote tools, and onsite visits.
• Troubleshoot desktop, laptop, printer, mobile device, and peripheral issues.
• Support Microsoft 365, Outlook, Teams, OneDrive, and related cloud services.
• Perform user account administration, password resets, and access management.
• Escalate complex incidents to senior engineers when required.
• Maintain accurate ticket documentation and ensure SLA compliance.
• Assist with hardware deployment, device setup, and workstation migrations.
• Deliver excellent customer service and communicate effectively with users at all levels.
• Participate in occasional onsite support and project activities.
• Travel to Mainland China occasionally to support client requirements.

Skills

Troubleshooting

Customer service

English proficiency

Cantonese

Mandarin a plus

Windows 10/11

Microsoft 365

Active Directory / Entra ID

Networking basics (TCP/IP, VPN)

End-user devices & printers

Tools

Windows 10/11

Microsoft 365

Active Directory / Entra ID

VPN

Job description

PTS Managed Services Limited is seeking a customer-focused L1 IT Support Engineer to deliver first-line IT support to clients across Hong Kong, via phone, email, remote tools, and on-site visits.

You will troubleshoot Windows 10/11, Microsoft 365, and Active Directory issues, assist with device setup and printer problems, maintain ticket documentation, and ensure SLA compliance while delivering excellent service. Occasional travel to Mainland China may be required.