Senior Desktop Support Engineer (Onsite, Hong Kong)

About the role

We are looking for an experienced Senior Desktop Support Engineer to join our team on a permanent, onsite basis in Hong Kong. The role provides high‑touch end‑user support across corporate offices and retail stores, with a strong focus on VIP and executive users as well as mission‑critical retail systems.

Key responsibilities

• Deliver L1/L2 deskside support for desktops, laptops, peripherals and AV/VC equipment.
• Provide white‑glove support for senior stakeholders and executive users.
• Support retail technologies such as POS terminals, payment devices and scanners.
• Manage incidents and service requests through ITSM tools, adhering to agreed SLAs.
• Execute IMAC (Install, Move, Add, Change) activities for hardware and software.
• Maintain asset lifecycle records and ensure inventory accuracy.
• Collaborate with global teams and vendors to resolve technical issues and improve user experience.

Required profile

• 4‑6 years of deskside/field support experience in an enterprise environment.
• Fluent in English and Cantonese.
• Experience in retail or luxury settings with proven VIP/executive support exposure.
• Ability to work under pressure and manage multiple priorities.

Required skills

• Windows 10/11 operating systems.
• Microsoft 365 suite (Outlook, Teams, OneDrive).
• Active Directory and Azure AD.
• Basic networking (LAN, Wi‑Fi, VPN).
• Hardware troubleshooting for Dell, HP, Lenovo and Mac devices.
• AV/VC solutions such as Teams Rooms, Zoom and Cisco platforms.
• Retail technology support (POS, payment devices, scanners).
• Familiarity with ITSM tools and ITIL processes.