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.
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