Senior IT Support Engineer, Asia

Roles and Responsibilities: - Manage a small team of outsourced IT support specialists to provide day to day workplace support services based on the defined scope and Service Level Agreement in HK - Be the escalation point for IT support specialists to provide workplace support in Asia offices - Perform endpoint management and support including advanced level troubleshooting tasks and operating system support on Microsoft Windows OS, mobile devices, and other workplace equipment - Support the end-to-end life cycle of asset inventory and maintain an up to date CMDB - Support continuous improvement of ITSM processes - Develop IT training material, FAQs, and user guides of the IT services for the users - Provide support for internal and external IT audit - Provide event support, setup AV, live stream, and other workplace equipment - Perform installation and upgrade of Workplace hardware and software for the users - Perform imaging / re-imaging of Windows PCs, laptops - Experience managing enterprise patching, vulnerability remediation, emergency security updates, and compliance reporting - Support the cybersecurity teams to perform emergency patching in a timely manner - Coordinate with external vendors for timely repair of the devices under warranty Requirements - Bachelor’s degree in IT or related disciplines and 2+ years of related experience - Self-motivated, action and results oriented - Well organized, good communication and reporting skills - Fluent in English and Putonghua, other language skills will have additional advantages - Experience with Windows end user computing configuration, virus scanners, and other security products - Experience with Microsoft Intune, SCCM, Autopilot, Entra ID joined devices, and modern endpoint management in an enterprise environment. - Experience with Microsoft Defender for Endpoint, endpoint security policies, device control, vulnerability remediation and security compliance controls. - Experience with supporting Virtual desktop - Familiarity with cloud-hosted products such as Microsoft 365 (M365) - Experience in managing users and computers in Active Directory - Experience in interacting with software and hardware external vendors - Experience in configuring, managing, and troubleshooting using any remote desktop tools - Experience in configuring and managing antivirus tools in the workplace environment - Experience with any ticketing and issue-tracking systems such as JIRA, ManageEngine, ServiceNow - Experience in an ITIL environment is a plus - Able to build strong relationship with users in the organization - Proficient working knowledge and experience in any 2 of these areas: Windows, M365, Active directory, ITIL, Workplace & collaboration hardware + software, project management - Able to effectively prioritize and execute tasks in a high-pressure environment - Able to follow through tasks until completion independently

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