Desktop Support Engineer

About the role

We are looking for a Desktop Support Engineer to deliver on‑site IT assistance to our Hong Kong office. The role involves troubleshooting hardware and software issues, managing user accounts, and ensuring the smooth operation of Windows‑based environments.

Key responsibilities

• Provide on‑site desktop and laptop support to end users.
• Install, configure, and troubleshoot Windows operating systems and Microsoft Office applications.
• Diagnose and resolve hardware, software, printer, and peripheral issues.
• Support user account management, password resets, and Active Directory administration.
• Configure and troubleshoot email clients, Microsoft Outlook, and Microsoft 365 applications.
• Set up and support desktops, laptops, mobile devices, docking stations, and conference‑room equipment.
• Handle incidents and service requests via the IT ticketing system while meeting SLA targets.
• Perform hardware installations, upgrades, replacements, and manage assets.
• Support network connectivity issues including LAN, Wi‑Fi, and VPN.
• Escalate complex technical issues to appropriate support teams.
• Document troubleshooting steps and maintain accurate support records.

Required profile

• 2–5 years of experience in desktop support, IT support, or service desk.
• Diploma or Bachelor’s degree in Information Technology, Computer Science or a related field (preferred).
• Relevant certifications such as CompTIA A+, Microsoft or ITIL (advantageous).
• Strong communication skills in English; Cantonese preferred.
• Ability to work independently in a fast‑paced environment.

Required skills

• Windows 10/11 operating systems.
• Microsoft Office 365 / Microsoft 365.
• Active Directory and Azure AD.
• Microsoft Exchange.
• SCCM or Intune (endpoint management).
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Printer, scanner and conferencing solution support.
• Hardware installation, upgrade and asset management.
• IT ticketing systems and SLA adherence.