Deskside Technician II

Stefanini North America and APAC; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Stefanini Group in Hong Kong seeks a Desktop Support Specialist to troubleshoot hardware, perform break/fix, and manage on-site IT equipment. You will handle ServiceNow tickets, inventory, and collaborate with vendors to keep systems running smoothly.

The role requires strong problem solving, teamwork, and clear communication with technical and non-technical users. Travel to nearby sites may be required, and lifting equipment up to 50 pounds is expected.

Qualifications

• 3+ years of min. experience in desktop support.
• Experience with Windows and MacOS in corporate environments.
• Hardware troubleshooting and replacement capabilities.
• Familiar with AD and device imaging.
• Ability to travel to support multiple sites.
• Strong communication skills.

Responsibilities

• Troubleshoot and repair hardware issues on end-user devices.
• Handle break/fix replacements per KB and work instructions.
• Perform preventative maintenance and asset inventory.
• Manage ServiceNow queue and follow up on tickets.
• Escort OEM technicians for on-site repairs when needed.
• Support network/datacenter incidents as required.

Skills

Excellent troubleshooting

Team player

Clear communication

Self-motivated

Customer-oriented

Attendance and punctuality

Tools

Active Directory

Imaging PCs

Windows deployment

Mac deployment

ServiceNow

Job description

Stefanini Group is hiring!

Exciting opportunity awaits, let us help you get started!

Details

Stefanini Group is hiring!

Exciting opportunity awaits, let us help you get started!

Duties And Responsibilities

• Troubleshooting and repairing hardware issues;
• Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions;
• Preventative maintenance (e.g., lifecycle);
• Troubleshooting HW issues on end user devices;
• Proper utilization of ServiceNow;
• ServiceNow queue management and Ticket follow-up;
• Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;
• Critical project support that involves hardware and/or high-touch user experience;
• Perform comprehensive site hardware asset inventory;
• Maintain consumable device inventory count;
• Conduct spare part and loaner pool management;
• Support IMACR/D requests;
• Engage OEM for warranty repairs and follow up on status;
• Escort OEM technicians onsite when needed.
• Assist client with physical support for incidents related to network, datacenter, and other activities as requested.
• Work on child ticket as assigned by Level 2/3 client-provided technical staff.

What You Need To Succeed

• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Ability to work in a team environment as well as independently.
• Ability to communicate technical information -technical audiences.
• Excellent verbal and written communication skills.
• Ability to complete assignments with no supervision.
• Ability to search internally/externally for support information.
• Customer-oriented attitude.
• Ability to travel locally and in-state to support other sites, if applicable.
• Valid driver's license and proof of auto insurance, if travel is required.
• Attendance and schedule adherence are requirements of this position.
• This position includes continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment.
• Knows and applies fundamental concepts, practices and procedures of particular field of specialization.

Job Requirements

Details

Required Skills

• 3 years of min. experience as Desktop Support Specialist.
• Corporate desk side support with strong emphasis supporting Windows and MacOS and corresponding applications;
• Troubleshooting and replacing hardware on PCs and Mac laptops and desktops;
• Active Directory
• Deploying IT equipment (Windows, Mac);
• Imaging and staging PCs;
• Managing the equipment inventory and lifecycle;
• Migrating End User data;
• Moving in scope IT equipment;
• Collecting and coordinating disposal of in scope IT equipment;
• Facilitating third-party vendor on-site presence for Onsite Lifecycle Management

About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas, Europe, Africa and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting, company with global presence. We are CMM Level 5 company.