Senior IT Support Engineer

Senior IT Support Engineer, Asia – based in Hong Kong

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

Come join our global, inclusive & diverse team

Our purpose is to improve the quality of life of everyone we touch through our innovative motion systems. We are a truly global team bound together by our shared values. Our culture is built on the diversity, knowledge, skills, creativity, and talents that each employee brings to the company. Our people are our company’s most valuable asset. We are committed to providing an inclusive, diverse and equitable workplace where employees of different backgrounds feel valued and respected, regardless of their age, gender, race, ethnicity or religious background. We are committed to inspiring our employees to grow, act with ownership and find fulfilment and meaning in the work they do.