IT Support Engineer

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

We are looking for a customer-focused and enthusiastic L1 IT Support Engineer with at least 2 years of IT support experience. This role is ideal for someone who enjoys troubleshooting technical issues, helping end users, and building strong client relationships. As a managed services provider, you will have the opportunity to support clients across multiple industries and work with a broad range of technologies and environments.

Key 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

About you

• Minimum 2 years of IT support or Service Desk experience
• Strong troubleshooting and problem-solving abilities
• Excellent communication and interpersonal skills
• Experience supporting Windows 10/11
• Experience supporting Microsoft 365
• Experience supporting Active Directory / Entra ID
• Basic networking knowledge (TCP/IP, Wi-Fi, VPN)
• Experience with printers and end-user devices
• Ability to prioritize and manage multiple support requests
• Fluent English and Cantonese required; Mandarin is an advantage

About us

PTS Managed Services is an independent IT services provider delivering managed IT services, IT projects, cloud solutions, procurement, and technology consulting across Hong Kong, China, Singapore, and the wider APAC region. We have been supporting businesses in the region for over 25 years and are ISO 27001 and ISO 20000 certified. Our clients span a wide range of industries, providing our team with exposure to diverse technologies, business environments, and challenges. At PTS, we believe people are our greatest asset. We invest in training, career development, and employee well-being while promoting a healthy work-life balance and a supportive team culture.

• Exposure to clients across financial services, professional services, retail, and multinational organizations
• Structured training and career development opportunities
• Supportive team environment with experienced engineers and mentors
• Opportunity to learn cloud, cybersecurity, infrastructure, and project delivery skills
• Healthy work-life balance and a company culture that values employee well-being
• Career progression opportunities within a growing managed services business