Senior Executive or Assistant Manager, Technical Support Engineer

Private Client Services; Hong Kong; On-site; HKD 280,000 - 360,000; Full time

Job summary

Private Client Services Limited is seeking a Technical Support Engineer in Hong Kong to provide first-line support for end-user computing and workplace technology. The role supports establishing the new HK office IT infrastructure and contributes to IT service management practices.

Responsibilities include onboarding/offboarding users, software deployment, asset management, and liaison with vendors. Experience with Windows, M365, networking, and AV systems is preferred.

Qualifications

• Bachelor’s degree in IT or related field.
• Experience in end-user support or helpdesk.
• Strong Windows and M365 knowledge.
• Familiarity with network concepts.
• Experience with AV and video conferencing equipment is a plus.
• Experience with IT asset management and patching is a plus.
• Experience with IT service management tooling.
• Knowledge of cloud environments (Azure) preferred.

Responsibilities

• Provide first-line technical support for end users, including hardware, software, connectivity, and workplace technology.
• Support the establishment and ongoing operation of the new Hong Kong office’s IT infrastructure and workplace technology, including network, server room, and meeting room AV and video conferencing equipment.
• Manage the user and device lifecycle, including onboarding, offboarding, account and access provisioning, software deployment, and IT asset management.
• Assist in establishing and maintaining IT service management practices, including incident, change, and configuration management, documentation, and continuous service improvement.
• Liaise with IT vendors and service providers on procurement, maintenance, incident resolution, and technology initiatives.
• Provide remote technical support to regional offices as required.

Skills

End-user support

Windows

Microsoft 365

Networking concepts

Video conferencing

IT asset management

Team player

Communication skills

Education

Bachelor’s Degree or above in IT/CS

Tools

IT service management tools

Microsoft Azure

AV/meeting room tech

Job description

This is an exciting opportunity to be part of Private Client Services by Mercer (“PCS”), a market leader in providing risk management propositions, with a focus on integrated life insurance solutions for High Net Worth (HNW) clients with their wealth planning needs in mind. With offices across Singapore, Hong Kong SAR, China Mainland and Zurich, we build long-term partnership with global financial institutions and work in close partnership with major private banks and trustees globally to serve HNW clients in over 50 markets.

Position Overview

We are seeking a Technical Support Engineer based in Hong Kong to provide first-line support for end user computing, office network infrastructure, and workplace technology. This role will support the establishment of our new Hong Kong office and contribute to the development of effective IT service management practices.

We will count on you to:

• Provide first-line technical support for end users, including hardware, software, connectivity, and workplace technology.
• Support the establishment and ongoing operation of the new Hong Kong office’s IT infrastructure and workplace technology, including network, server room, and meeting room audiovisual and video conferencing equipment.
• Manage the user and device lifecycle, including onboarding, offboarding, account and access provisioning, software deployment, and IT asset management.
• Assist in establishing and maintaining IT service management practices, including incident, change, and configuration management, documentation, and continuous service improvement.
• Liaise with IT vendors and service providers on procurement, maintenance, incident resolution, and technology initiatives.
• Provide remote technical support to regional offices as required.

What you need to have:

• Bachelor’s Degree or above in Information Technology, Computer Science, or a related discipline.
• Relevant experience in end user support, helpdesk, desktop support, or a similar IT support role.
• Strong working knowledge of Windows, Microsoft 365, computer hardware, and common business applications.
• Knowledge of networking concepts and infrastructure, including LAN, Wi-Fi, switches, firewalls, and remote access technologies.
• Experience supporting meeting room audiovisual and video conferencing equipment is an advantage.
• Knowledge of server room operations, IT asset management, and patch management is an advantage.
• Experience with IT service management tools and practices is an advantage.
• Knowledge of cloud environments, preferably Microsoft Azure, is an advantage.
• A proactive, dependable team player with strong communication and interpersonal skills.
• Strong problem-solving skills, with a high level of ownership and accountability.

What makes you stand out?

• Resourceful and able to creatively solve problems while not being slowed down by complexity. PCS is a global, highly matrixed organization that requires a positive, “can-do” attitude to produce results
• Very collaborative, enjoys working with diverse groups of people in a team environment and can adapt their style to work well with most people
• A strong communicator (verbal and written) who can advance their priorities in a respectful and thoughtful way while ensuring results
• Can manage ambiguity and change. PCS is constantly changing and requires someone who is comfortable with a fast-paced, changing environment
• Thinks critically and thoughtfully – able to be flexible in their thinking while coming to clear conclusions
• Manages their own time and tasks in an efficient and effective manner, meeting deadlines with minimal oversight
• Bring an entrepreneurial mindset, can do attitude and be driven and you will find unlimited opportunities to develop and succeed

PCS is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/ gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.