IT Support- Banking, L1

Michael Page (Hong Kong); Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Michael Page is seeking an IT Support professional in Hong Kong to provide 1st and 2nd line support for internal users in a bank. The role covers hardware, software, and network issues, with responsibilities spanning device provisioning, AD management, and incident handling.

You will troubleshoot Windows 10/11, M365, Outlook/Teams, and collaborate with infrastructure teams to resolve complex problems while adhering to SLAs and regulatory guidelines.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or related discipline.
• 2+ years of IT Support/Service Desk experience in a corporate environment.
• Experience supporting Windows 10/11, Microsoft 365, Outlook and Teams.
• Knowledge of hardware troubleshooting, networking basics, and mobile device management.

Responsibilities

• Provide 1st and 2nd line technical support to internal users.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripherals.
• Support Windows OS, M365, Outlook, Teams, and AD.
• Manage user accounts, access rights, password resets, and security permissions.
• Handle incidents and service requests via ticketing system and meet SLA requirements.
• Assist onboarding/offboarding and device provisioning.
• Coordinate with IT/infrastructure teams, vendors and providers for complex issues.
• Participate in IT asset management and software deployment initiatives.
• Ensure compliance with bank policies, security standards and regulatory guidelines.

Skills

2+ years IT support experience

Troubleshooting

Communication skills

Stakeholder management

Customer-focused

Problem solving

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

Active Directory

Ticketing systems

Job description

• L1 support role with a bank
• Multicultural workplace

About Our Client

This role is within the financial services industry.

Job Description

As an IT Support professional, your main responsibilities will include:

• Provide 1st and 2nd line technical support to internal users, including troubleshooting hardware, software, and network-related issues.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
• Support Windows operating systems, Microsoft 365 applications, Outlook, Teams, and office productivity tools.
• Manage user accounts, access rights, password resets, and security permissions through Active Directory.
• Handle incident and service requests through the ticketing system, ensuring timely resolution in accordance with SLA requirements.
• Support onboarding and offboarding activities, including device setup and access provisioning.
• Troubleshoot connectivity issues related to LAN/WAN, VPN, Wi-Fi, and network devices.
• Coordinate with infrastructure teams, vendors, and external service providers to resolve complex technical issues.
• Participate in IT asset management, inventory control, hardware refresh, and software deployment initiatives.
• Ensure compliance with bank policies, security standards, audit requirements, and regulatory guidelines.
• Assist with IT projects, system upgrades, office relocations, and technology rollout initiatives when required.
• Provide support outside business hours on a rotational basis for critical incidents and maintenance activities.

The Successful Applicant

A successful IT Support professional should have:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• 2+ years of experience in IT Support, Service Desk, or End User Computing support within a corporate environment.
• Experience supporting Microsoft Windows 10/11, Microsoft 365, Outlook, Teams, and Active Directory.
• Knowledge of hardware troubleshooting, desktop support, networking fundamentals, and mobile device management.
• Hands-on experience with ticketing systems and ITSM processes.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Customer-oriented mindset with the ability to work effectively under pressure.
• Experience within banking, financial services, or a highly regulated environment is an advantage.