System Engineer/Team Leader

Sailglobal; Hong Kong; On-site; HKD 350,000 - 520,000; Full time

Job summary

Sailglobal is hiring for an Senior IT Support/Team Lead in Hong Kong. You will provide 1st and 2nd level IT support, manage a small onsite APAC team, and drive ITIL-aligned incident handling and documentation. Strong communication and leadership are essential.

The role requires experience with Windows, Mac OS, Office 365, VPN, SharePoint, and remote troubleshooting, with travel expected as part of duties. On-site in Hong Kong with opportunities to mentor a regional team.

Qualifications

• 5+ years of work experience in large enterprise companies.
• University degree in computer science or equivalent IT experience.
• Strong knowledge in User & VIP Support and ITIL methodology.
• Proven ability of project and team management.
• Familiar with Mac and Windows OS systems.
• Travel is required.

Responsibilities

• Provide 1st and 2nd level IT support including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc.
• Troubleshooting and resolving single customer issues with Windows
• Supporting Microsoft Office, Exchange, VPN, SharePoint, and User Client Hardware, Mobile devices, user accounts and permissions.
• Using remote administration tools to resolve issues on desktops, laptops, and printers.
• Ensuring proper documentation, notification, tracking, and follow up of all incidents.
• Manage and mentor onsite team in Asia Pacific
• Update policies, procedure, and documentation relevant to project or operation
• Ensure compliance with standards, policies, and processes

Skills

IT Support

Team Management

ITIL

Windows

Mac OS

Microsoft Office

VPN

SharePoint

Remote Tools

Education

Bachelor's degree in Computer Science

Tools

Ticketing System

Job description

• Provide 1st and 2nd level IT support including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc.
• Troubleshooting and resolving single customer issues with Windows
• Supporting Microsoft Office, Exchange, VPN, SharePoint, and User Client Hardware, Mobile devices, user accounts and permissions.
• Using remote administration tools to resolve issues on desktops, laptops, and printers.
• Ensuring proper documentation, notification, tracking, and follow up of all incidents.
• Manage and mentor onsite team in Asia Pacific
• Update policies, procedure, and documentation relevant to project or operation
• Ensure compliance with standards, policies, and processes

Job requirements:

• 5+ years of work experience in large enterprise companies
• University degree in computer science or equivalent experience in IT
• Strong knowledge in User & VIP Support and ITIL methodology
• Proven ability of project and team management
• Familiar with Mac and Window OS system
• Pleasant with good telephone manner, mature and independent
• Able to work under pressure, self-motivated, strong problem solving and analytical skills
• Travel is required

Preferred Requirements:

• Proficiency in both spoken and written English, Cantonese and Putonghua