Deskside Support Engineer (1-Year Contract)

About the role

This is an exciting 1-year contract opportunity for a Deskside Support Engineer. Provide on-site services at office venues, including Science Park office and Lok Ma Chau I&T Park, and provide support for technical issues related to hardware and software. Resolve user inquiries via phone, email, and Microsoft Teams.

What you'll be doing

• Manage IT service requests such as software installation, access requests, and account setups.
• Managing hardware and software inventory and ensuring such inventory records are up-to-date.
• Perform regular end-user system upgrades and patch upgrades, monitor end-user computing security alerts and user compliance.
• Assist IT Department in coordination with third-party hardware and software service providers and suppliers on procurement and specialized support.
• Assist on IT resources arrangement in employee onboarding and offboarding.

• Regularly generate report Information Technology System Management (“ITSM”) system for management review regarding the response time and resolution rates.

• Assist IT team on IT-related assigned tasks and projects.
• Create and regularly update end-user computing guideline documentation.
• Provide training sessions on IT services for employees.
• Attend monthly review meetings to evaluate the successful Suppliers' service quality and provide follow-up action plans.
• Observe and comply with General Security Requirements.

What we're looking for

• Minimum of 2 years of experience in a deskside support or IT helpdesk role
• Strong technical knowledge and troubleshooting skills, with a good understanding of hardware, software, and network technologies
• Excellent communication and customer service skills, with the ability to explain technical solutions to non-technical users
• Familiarity with IT service management tools and processes
• Ability to work collaboratively as part of a team and independently to meet service level agreements
• Good English and Chinese communication skills (both written and spoken).