Information Technology Support Specialist

Sharp Brains; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Sharp Brains is seeking an IT Support professional to provide technical assistance for desktops and laptops, handling hardware/software issues, and ensuring smooth IT operations. You will perform IMAC tasks, manage device lifecycles, and support end-users with VPN and remote access tools.

The role requires 3+ years in corporate IT support, familiarity with ITIL processes, and experience with SCCM/Intune/ServiceNow, with VIP onsite involvement during escalations.

Qualifications

• 3+ years in corporate IT support.
• Experience handling ITIL incident, request, and problem processes.
• Experience with end-user devices and remote support.

Responsibilities

• Provide end-to-end technical support for desktops and laptops, troubleshooting hardware, software, and connectivity issues.
• Perform IMAC tasks (Install, Move, Add, Change) and break/fix for end-user devices.
• Manage lifecycle of desktop devices including config, patching, OS imaging, and vendor hardware replacements.
• Deliver support using SCCM, Intune, and ServiceNow for asset tracking, tickets, and remote assistance.
• Handle approved software installations, updates and security patching per IT policy.
• Provide remote and deskside support using EUC tools and apps like MS Office, Outlook, and VPN clients.
• Ensure security protocol compliance, antivirus monitoring, and desktop policy adherence.
• Offer VIP support and serve as onsite contact during critical outages or escalations.
• Support printers, scanners, and peripherals including maintenance and troubleshooting.
• Assist with Active Directory tasks and basic user account management; provide smart hands support.
• Maintain incident resolution docs, hardware inventory, and internal technical guides.

Skills

IT support

End-user support

Windows OS

Active Directory

VPN & remote access

ITIL practices

VIP / onsite escalation

Tools

SCCM

Intune

ServiceNow

MS Office

Outlook

Job description

Role Type: FTE

Working Days: 2 Days a week

Contract duration: 1 year (extendable)

Contract Type: Freelance / B2B contract

Experience Required: More than 3 years IT Support.

Key Responsibilities

• 1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
• 2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• 3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• 4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• 5. Administered approved software installations, updates, and security patching in coordination with IT policies.
• 6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• 7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• 8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
• 9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• 10. Assisted with Active Directory tasks, basic user account management, and smart hands support.
• 11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• 12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
• 13. Followed ITIL practices for incident, problem, and service request management in corporate environments.