Support Specialist

Shangri-La Group; Hong Kong; On-site; HKD 334,800 - 446,400; Full time

Job summary

A leading luxury hospitality company based in Hong Kong is looking for a Senior Support Specialist to provide technical support for the Technology infrastructure. The role involves troubleshooting user workstations, managing software inventory, and ensuring compliance with software licenses. The ideal candidate has a Higher Diploma in Information Technology, at least three years of experience in end-user support, and excellent communication skills in Cantonese, English, and Chinese. This position offers opportunities for professional development and growth.

Qualifications

• Minimum three years of end-user computing support experience.
• Knowledge of Active Directory and enterprise email management.
• Good command of spoken and written Cantonese, English, and Chinese.

Responsibilities

• Provide on-site and remote hardware/software support to end users.
• Install and support mobile devices and mobile apps.
• Manage hardware/software inventory and ensure software license compliance.

Skills

Active Directory management

Troubleshooting hardware/software

End-user computing support

Good command of spoken English

Education

Higher Diploma in Information Technology

Tools

Microsoft Windows

Office 365

Android and iOS devices

Job description

Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage. Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands worldwide. We are expanding rapidly across Asia, the Middle East, Europe, and Africa, placing a strong emphasis on employee development and growth.

We are currently looking for a Senior Support Specialist to provide corporate technical support of the Technology infrastructure to the SLIM Hong Kong office and Senior Management Office.

Responsibilities

• Provide on‑site and remote hardware and software support and maintenance to end users, troubleshooting their workstations effectively.
• Install, administer, and support mobile devices and mobile apps.
• Ensure superior response time for VIP users.
• Evaluate and propose new solutions for office automation and enhancing end‑user computer productivity.
• Aid in managing hardware and software inventory, maintaining updated records, and ensuring software license compliance.
• Develop technical specifications for end‑user computer peripherals.
• Monitor and oversee the entire lifecycle of user requests and complaints.
• Coordinate with the office to implement policies, processes, and operations effectively.
• Supervise IT vendors to resolve technical issues with end‑user workstations.
• Manage end users’ expectations and requirements.
• Update technical knowledge documentation regularly.
• Follow up on issues and requests, liaising promptly with internal and external stakeholders.
• Provide technical escalation support, mentor support specialists, conduct training, analyze customer feedback, develop support processes, and monitor incident and support metrics.
• Execute assigned duties and special projects, including assisting with training, meetings, and event preparations.
• Support the Manager in handling administrative tasks efficiently.

Qualifications

• Higher Diploma or above in Information Technology or a closely related field.
• Minimum three years of end‑user computing support experience.
• Knowledge of Active Directory and enterprise email account management.
• Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST), or other comparable credentials are preferred.
• Good knowledge of Microsoft Windows, Office 365, Exchange Mail, Android and iOS device configuration.
• Expertise supporting end‑user computers, video conferencing, mobile devices, and remote VPN access to deliver IT support.
• Good analytical and problem‑solving skills with handling mobile devices (Apple iOS and Samsung Android preferable).
• Capability to communicate with all levels of management and external parties in a non‑technical manner.
• Capability to prioritize and execute duties successfully.
• Can work under pressure and independently.
• Good command of spoken and written Cantonese, English and Chinese.