Senior IT Support and Infrastructure Engineer

Gaw Capital; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Gaw Capital in Hong Kong is seeking a hands-on Assistant Manager, IT Support and Infrastructure Engineer to support business users and own day-to-day network, server, cloud, and workplace technology operations. You will balance customer service with technical troubleshooting, work with vendors, and contribute to ITIL processes, disaster recovery, and multi-site infrastructure across offices.

The role requires 8+ years in IT, Azure/M365, AD, virtualization, and strong networking;

Qualifications

• Bachelor's degree required in computing or engineering.
• 8+ years of hands-on user support and IT infrastructure experience.
• Strong knowledge of TCP/IP, DNS, DHCP, VPN, VLAN, SD-WAN and firewall management.
• Proficiency with Azure cloud, Microsoft 365 administration, and AD.
• Experience with virtualization (VMware, Azure Virtual Desktop).
• Experience supporting multi-site environments and IT projects.

Responsibilities

• Provide high-quality IT support to senior users and VIPs with timely resolution.
• Manage core infra services: servers, storage, networking, cloud and workplace tech.
• Apply ITIL-based processes for incidents, requests, problems, and changes.
• Maintain documentation, runbooks, and asset inventories.
• Coordinate with vendors and MSPs for hardware, procurement and deployments.
• Support office relocation and multi-office infrastructure deployments.

Skills

End User Computing

IT infrastructure management

Networking

Cloud platforms

Microsoft Azure

Microsoft 365 administration

Windows Server

Active Directory

Virtualisation

ITIL framework

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline

Tools

VMware

Azure Virtual Desktop

Azure Site Recovery

Veeam

FortiGate

WatchGuard

Cisco

Ruckus Wireless

Meraki Wireless

MS Defender

Job description

We are seeking a hands-on, service-oriented, and technically capable Assistant Manager, IT Support and Infrastructure Engineer to join the IT team. This role is designed for an all-round IT professional who can provide high-quality support to business users, while also taking ownership of day-to-day network, infrastructure, endpoint, cloud, and workplace technology operations.

The role requires a strong balance of customer service mindset, technical troubleshooting capability, practical infrastructure experience, and the ability to work closely with internal stakeholders, vendors, and other IT team members.

Key Responsibilities:

User Support & End-User Services

• Provide professional and responsive IT support to senior management, VIP users, and business users across the firm.
• Handle escalated user support cases involving laptops, desktops, mobile devices, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, printing, meeting room systems, and business applications.
• Support onboarding, offboarding, hardware provisioning, device replacement, user access setup, and troubleshooting of daily IT issues.
• Deliver hands-on support for video conferencing, AV equipment, executive meetings, and business-critical events.
• Maintain a high standard of service quality, communication, ownership, and follow-up when dealing with users at all levels.

Infrastructure, Network & Cloud Operations

• Support the administration, operation, and maintenance of core infrastructure services, including servers, storage, virtualisation, networking, cloud platforms, and structured cabling.
• Management of Microsoft Azure, AWS, Microsoft 365, Entra ID, Active Directory related operations.
• Provide hands-on support for LAN/WAN, firewall, VPN, switches, Wi-Fi, backup infrastructure, and network connectivity issues.
• Support infrastructure patching, firmware updates, vulnerability remediation, endpoint management, and security baseline implementation in coordination with the cybersecurity function.
• Support the disaster recovery preparation, operational runbooks, and business continuity support activities.

Service Management & Incident Resolution

• Troubleshoot technical issues, identify root causes, and implement practical resolutions or preventive actions.
• Follow ITIL-based service management practices for incidents, service requests, problems, and changes.
• Track recurring issues, recommend service improvements, and contribute to better user experience and system reliability.
• Maintain proper records of incidents, changes, configurations, assets, and support procedures.

Workplace Technology & Physical Infrastructure

• Support server room, network rack, UPS, environmental monitoring, cabling, access control, CCTV, AV, and meeting room technology operations.
• Assist with office relocation, renovation, new office setup, site surveys, and infrastructure deployment for local and overseas offices.
• Coordinate with vendors and managed service providers for hardware support, maintenance, procurement, installation, and troubleshooting.
• Support IT procurement activities including quotation review, equipment sourcing, vendor coordination, and asset tracking.

Documentation, Governance & Continuous Improvement

• Maintain accurate technical documentation, network diagrams, asset inventories, SOPs, support guides, and operational runbooks.
• Identify opportunities to improve support efficiency, automate repetitive tasks, enhance monitoring, and strengthen operational resilience.
• Support internal IT projects involving endpoint management, infrastructure upgrade, cloud adoption, cybersecurity improvement, and digital workplace initiatives.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 8+ years of hands-on experience in user support, End User Computing, IT infrastructure management, including networking, server administration, and cloud services.
• Strong knowledge of networking (TCP/IP, DNS, DHCP, VPN, VLAN, SD-WAN, IPSec Tunnel) and firewall management.
• Proficient in managing Microsoft Azure cloud environment, and Microsoft 365 administration.
• Proficiency in Windows Server and Active Directory environments; Linux experience is a plus.
• Familiar with virtualisation technologies (VMware, Azure Virtual Desktop).
• Experience with backup and disaster recovery solutions (Azure Site Recovery).
• Solid experience on Azure Cloud, AWS Cloud, Cisco, WAF, Sophos and MS Defender, FortiGate and WatchGuard firewall, Ruckus, Meraki Wireless solution, Veeam, Intune, or Group Policy.
• Professional certifications such as CCNA/CCNP, Microsoft Certified: Azure Administrator, PMP/Prince2, ITILv4 or equivalent preferred.
• Experience supporting a multi-site, multi-country IT environment, and managing IT infrastructure projects.
• Strong analytical and problem-solving abilities. Proactive, service-oriented mindset with a commitment to delivering high-quality support.
• Self-driven with a strong ownership mindset.
• Team-oriented with a collaborative approach to cross-functional projects.
• Adaptable and willing to learn new technologies in a fast-evolving IT landscape.
• Proficiency in Cantonese, Mandarin and English.

We thank all applicants for their interests, but only selected candidates will be contacted. All personal data collected will be kept in strict confidence and only for employment-related purposes.