Senior IT Site Support Leader — Hong Kong Desk Tech

Ropes & Gray LLP; Hong Kong; Sur place; HKD 420 000 - 600 000; Plein temps

Résumé du poste

Ropes & Gray LLP in Hong Kong seeks a Senior IT Site Support Specialist to provide high-touch on-site desktop support, handle second-tier problem-resolution, and lead AV/setup for meetings and events. You will coordinate with global IT teams and vendors to ensure seamless technology operations for attorneys and staff.

The role reports to the Desktop Services Supervisor and contributes to special projects, change management, and ongoing IT improvements.

Qualifications

• Bachelor’s degree in computer science or 6-8 years equivalent work experience.
• Extensive knowledge of laptop/desktop OS and connectivity; experience with Windows 11 and M365.
• Knowledge of videoconferencing (Zoom, Teams) and Cisco techs; strong problem-solving skills.
• Broad application support experience with MS Office, iManage, and legal core apps.
• Experience with mobile devices (iPhone, iPad, Android) in an MDM environment.
• Knowledgeable about diagnostic utilities and asset tracking processes.

Responsabilités

• Serve as IT contact for Hong Kong office, delivering high-touch support to attorneys staff at all levels.
• Troubleshoot hardware, software, OS, and connectivity issues; escalate for rapid resolution.
• Demonstrate a strong customer service mindset; communicate clearly, even under pressure.
• Interface with vendors and internal IT for telecom, videoconferencing, networking issues.
• Onboard new employees and ensure seamless IT experience from day one.
• Configure, maintain, and upgrade computer systems and peripherals.
• Maintain accurate records of tickets and resolutions in the system.
• Participate in on-call rotation and occasional after-hours/weekend support.
• Set up and support audiovisual equipment for meetings and events.

Connaissances

High-touch IT support

Customer service mindset

On-site support

Vendor liaison

Audiovisual setup

Formation

Bachelor’s degree in computer science or 6-8 years equivalent

Outils

Windows 11

Microsoft 365 (M365)

Zoom

Teams

Cisco technologies

MDM (mobile device management)

MS Office

iManage

Description du poste

Ropes & Gray LLP in Hong Kong seeks a Senior IT Site Support Specialist to provide high-touch on-site desktop support, handle second-tier problem-resolution, and lead AV/setup for meetings and events. You will coordinate with global IT teams and vendors to ensure seamless technology operations for attorneys and staff.

The role reports to the Desktop Services Supervisor and contributes to special projects, change management, and ongoing IT improvements.