IT Support Engineer

Alan Partners; Hong Kong; Hybrid; HKD 290,000 - 469,000; Full time

Job summary

Alan Partners in Hong Kong seeks a hands-on Support / Engineering Analyst to provide Level 1 to Level 3 technical support for internal users, including investment professionals and executive assistants. The role involves a combination of on-site and remote support across international locations, ensuring seamless IT operations and high-quality user service.

Responsibilities include desk-side support, incident logging, onboarding/offboarding, and after-hours/on-call rotations.

Qualifications

• 5+ years in desktop support/helpdesk roles, preferably in a global or financial services environment.
• Strong communication and customer service mindset.
• Ability to work in shifts, participate in on-call rotations, and travel when required.

Responsibilities

• Deliver technical support (L1-L3) for desktops, laptops, mobile devices, conferencing tools, and core applications.
• Troubleshoot hardware/software issues and resolve service requests via remote, phone, or in-person support.
• Provide floor-walking and at desk assistance; accurately log incidents and requests using ITSM tools.
• Own end-to-end ticket resolution, ensuring timely updates and user communication.
• Manage user onboarding/offboarding tasks (e.g., account setup, device provisioning).
• Coordinate and support internal events and video conferencing setups.
• Collaborate with global teams and escalate issues when needed.

Skills

Communication

Customer service

Attention to detail

Collaborative

Education

5 years desktop support experience

Tools

SCCM

Microsoft Endpoint Manager

ZScaler

LogMeIn

Remote tools

Microsoft 365

Job description

A global investment firm is seeking a hands-on Support / Engineering Analyst to provide Level 1 to Level 3 technical support for internal users, including investment professionals and executive assistants. The role involves a combination of on-site and remote support across international locations, ensuring seamless IT operations and high-quality user service.

Responsibilities

• Deliver technical support (L1L3) for desktops, laptops, mobile devices, conferencing tools, and core applications.
• Troubleshoot hardware/software issues and resolve service requests via remote, phone, or in-person support.
• Provide floor-walking and "at desk" assistance; accurately log incidents and requests using ITSM tools.
• Own end-to-end ticket resolution, ensuring timely updates and user communication.
• Manage user onboarding/offboarding tasks (e.g., account setup, device provisioning).
• Support international offices and participate in after-hours or weekend on-call coverage.
• Maintain IT asset inventory, configuration management, and system documentation.
• Coordinate and support internal events and video conferencing setups.
• Collaborate with global teams and escalate issues when needed.
• Work in rotating shifts (9-hour shifts between 8:00 AM 7:00 PM, including a 1-hour break).
• Participate in on-call rotations, including out-of-hours and weekend support.
• Be prepared to travel when required.

Requirements

• Experience: 5 years in desktop support/helpdesk roles, preferably in a global or financial services environment.
• Technical Skills:
  • Windows 10, macOS, iOS
  • Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive, Power BI)
  • Zoom and video conferencing tools
  • SCCM, Microsoft Endpoint Manager
  • ZScaler, LogMeIn or equivalent remote tools
  • Basic networking and scripting knowledge
• Soft Skills:
  • Strong communication and customer service mindset
  • Attention to detail and operational excellence
  • Collaborative, dependable, and results-driven
• Flexibility: Ability to work in shifts, participate in on-call rotations, and travel when required.