Onsite Support Engineer

About the role

We are seeking an experienced Onsite Support Engineer to provide Level‑2 field support across our Hong Kong sites. The role combines network monitoring, hardware and software troubleshooting, and hands‑on assistance to senior engineers and vendors.

Key responsibilities

• Respond to network‑monitoring alerts, perform initial triage and check switch/port health using approved diagnostics.
• Trace, label, patch and maintain network cabling; conduct power‑redundancy checks.
• Maintain accurate asset, rack, cabling and port records in the designated system of record.
• Troubleshoot internet, Wi‑Fi and connectivity issues for end users.
• Provide hands‑and‑eyes support to L3 engineers and vendors, including device reboots, cable moves and log collection.
• Monitor critical networking and infrastructure equipment via SolarWinds and data‑centre tools.
• Manage workstation and mobile device lifecycle: provisioning, patching, Intune enrollment, and disposal.
• Diagnose and resolve desktop, laptop, peripheral and printer problems; handle user account provisioning and permission changes.
• Initiate procurement of laptops, mobiles and printers, and manage local site stock.
• Perform monthly data‑centre patching and support root‑cause analysis and permanent fixes.

Required profile

• 5–10 years of onsite field support experience in Hong Kong.
• Proven L2 support background with ticket logging in an ITSM platform.
• Hands‑on experience with network monitoring, cabling, and power‑redundancy verification.
• Ability to work independently and collaborate with senior engineers and external vendors.

Required skills

• Network monitoring (SolarWinds) and diagnostics.
• ITSM ticketing systems.
• Switch/port health checks, cabling, and power‑redundancy procedures.
• Windows workstation support, patching and vulnerability management.
• Microsoft Intune and mobile device management.
• Hardware troubleshooting for desktops, laptops, printers and peripherals.
• Log collection and packet capture for advanced analysis.
• Basic data‑centre patching and root‑cause analysis.