Technical Support Officer II

LPS; Hong Kong; On-site; HKD 25,000 - 45,000; Full time

Job summary

Lenovo PCCW Solutions (LPS) is seeking a Technical Support Officer II for on-site work in Hong Kong SAR. You will diagnose and resolve complex hardware, software, and network issues, handle escalations, and improve service quality through documentation and knowledge sharing.

The role requires strong troubleshooting, analytical thinking, and excellent communication with diverse stakeholders. On-site collaboration across IT teams is essential, with occasional after-hours duties and participation

Qualifications

• Strong technical support and troubleshooting skills across hardware, software and network environments.
• Analytical ability to diagnose root causes, interpret logs and propose lasting solutions.
• Excellent communication and customer service to interact with diverse stakeholders.
• Experience with ticketing systems and ITIL-based support processes is beneficial.
• Knowledge of Windows and/or Linux systems, networking fundamentals and security practices is preferred.

Responsibilities

• Diagnose and resolve hardware, software and network issues for internal users and external clients.
• Handle escalated tickets and ensure timely follow-up and resolution.
• Analyze recurring problems and document solutions for knowledge base and support procedures.
• Communicate clearly with stakeholders and coordinate with cross-functional teams.

Skills

Technical Support

Troubleshooting

Analytical thinking

Communication

ITIL familiarity

Windows/Linux knowledge

Network fundamentals

Security best practices

Education

Diploma or degree in IT/CS or related field

Job description

Company Description Lenovo PCCW Solutions (LPS) is a leading IT and technology solutions provider in the Asia Pacific region, partnering with governments and enterprises to drive digital transformation and business growth. As part of Lenovo Group, LPS leverages Lenovo’s global reach and technological capabilities with a strong focus on AI, data practices, and cloud solutions. The company works with a network of ecosystem partners and a team of over 4,000 domain experts to deliver cutting-edge, AI-powered services. LPS is committed to helping organizations excel in their digital journeys through market-leading solutions and industry best practices. Prospective team members join a forward-looking organization that values innovation, collaboration, and continuous improvement.

Role Description The Technical Support Officer II is a full-time, on-site role based in Hong Kong SAR, providing advanced technical assistance to internal users and external clients. This role includes diagnosing and resolving hardware, software, and network issues, handling escalated support tickets, and ensuring timely follow-up and resolution. The Technical Support Officer II will analyze recurring problems, document solutions, and contribute to knowledge base materials and support procedures to improve service quality. Daily responsibilities also involve clear communication with stakeholders, coordinating with other technical teams when needed, and delivering professional customer service aligned with LPS standards. The role may include occasional after-hours support and participation in system upgrades or deployment projects.

Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills to handle complex user issues across hardware, software, and network environments.
• Candidates should possess solid Analytical Skills to diagnose root causes, interpret logs, and propose effective, sustainable solutions.
• Candidates should possess excellent Communication and Customer Service skills to interact with diverse stakeholders and provide clear, empathetic support.
• Relevant experience with ticketing systems, ITIL-based support processes, and documentation of incidents and resolutions is beneficial.
• Knowledge of enterprise IT environments, including Windows and/or Linux systems, networking fundamentals, and security best practices is preferred.
• A diploma or degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience, is advantageous.
• Ability to work on-site in Hong Kong SAR, manage priorities in a fast-paced environment, and collaborate effectively in cross-functional teams is required.