IT Support / Helpdesk Officer

Classy Wheeler Limited; Hong Kong; On-site; HKD 223,200 - 334,800; Full time

Job summary

A renowned media company in Hong Kong is looking for an IT Support Specialist. This role focuses on providing technical support to end-users, maintaining IT systems, and ensuring smooth operations. Candidates should possess a degree in Computer Science or related fields, with a preference for ITIL certification. Experience in end-user support and strong communication skills in English and Chinese are essential. The position offers opportunities for professional development in a dynamic environment.

Qualifications

• More than 1 year of experience in end-user computing support.
• Proven expertise in Wi-Fi, network switches, routers, and AV setups.
• Good command of both written and spoken English and Chinese.

Responsibilities

• Provide technical support to end-users for IT products and infrastructure.
• Install, configure, and support IT equipment.
• Maintain and provide support to IT systems for smooth operations.
• Perform backup monitoring and Active Directory user account recovery.

Skills

Technical support

Windows 10

MAC OS X

Network connectivity

Communication skills

Backup monitoring

VPN troubleshooting

Customer focused

Education

University degree in Computer Science, IT or related discipline

ITIL Foundation v3 certification

Job description

Renowned news and media corporation in Hong Kong

Job Description

• Provide technical support to end-users regarding products, subsystems and IT infrastructure.
• Install, configure and support IT equipment, including desktop/laptop computers, printers and various hand‑held mobile devices.
• Diagnose, analyse and provide solutions to users who experience technical problems through email, network, applications and VPN etc.
• Maintain and provide support to the IT system to ensure smooth operations.
• Perform backup monitoring and recovering Active Directory user accounts and mailbox maintenance.
• Maintain IT inventory record, document housekeeping (software licenses, quotations, invoices, etc.).
• Perform quarterly IT system security review.
• Co‑ordinate with auditors for annual audit.
• Track and resolve requests in ticketing system, and document the resolutions according to the company standard.

Job Requirements

• University degree in Computer Science, IT or other related discipline. Certified with ITIL Foundation v3 is highly preferred.
• Solid knowledge in Windows 10, MAC OS x and other client operating systems.
• More than 1 year of experience on end‑user computing support.
• Expertise of system configuration options, network connectivity, memory management and port structure.
• Proven expertise in supporting Wi‑Fi / network switch and router / AV / Video Conferencing Knowledge in Windows AD, DNS, TCP/IP, FTP, POP3, SMTP and SNMP.
• Excellent communication skills and customer focused.
• Respond support calls in a timely manner.
• Self‑motivated, pro‑active and quick learning.
• Good command of both written and spoken English and Chinese.