Senior IT Support and Infrastructure Engineer

Gaw Capital; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Gaw Capital is seeking a hands-on IT Support and Infrastructure Engineer to join our IT team in Hong Kong. You will provide high-quality user support while owning day-to-day infrastructure, cloud, and workplace technology operations across a multi-site environment.

The role requires strong customer service, practical IT infrastructure experience, and collaboration with vendors and internal stakeholders. Cantonese, Mandarin and English proficiency is expected.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 8+ years hands-on experience in user support, IT infrastructure management, including networking, servers, and cloud.
• Strong networking knowledge (TCP/IP, DNS, DHCP, VPN, VLAN, SD-WAN, IPSec).
• Proficiency with Azure cloud and Microsoft 365 administration.
• Windows Server and Active Directory expertise; Linux is a plus.
• Experience with virtualization (VMware) and Azure Virtual Desktop.
• Experience with backup/disaster recovery (Azure Site Recovery) and security appliances.
• Certifications such as CCNA/CCNP, Azure Administrator, ITILv4 preferred.

Responsibilities

• Provide hands-on IT support to senior management and users across the firm.
• Manage IT infrastructure: servers, storage, virtualization, networking, cloud platforms.
• Oversee Azure, AWS, Entra ID/AD operations, M365, and security controls.
• Maintain network connectivity, VPNs, firewalls, and AV/meeting room tech.
• Implement ITIL-based incident, change, and problem management.
• Coordinate with vendors and manage multi-site IT projects.

Skills

End-User Computing

IT infrastructure management

Networking

Azure Cloud

Microsoft 365

Windows Server

Active Directory

VMware

Azure Virtual Desktop

Backup & disaster recovery

ITIL practices

CCNA/CCNP

Education

Bachelor's degree in Computer Science or related

Tools

Azure

AWS

Cisco

WAF/Sophos/FortiGate

Meraki/Ruckus/Wi‑Fi

Veeam

Intune

Group Policy

VMware

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.