Senior Support Specialist – IT Support

About the role

Shangri-La Group is seeking a Senior Support Specialist to deliver corporate technical support for its Hong Kong office and senior management team. You will be the first point of contact for end‑users, providing both on‑site and remote assistance to ensure seamless operation of hardware, software and mobile devices.

Key responsibilities

• Provide on‑site and remote troubleshooting for workstations, mobile devices and applications.
• Install, configure, and maintain hardware, software and mobile apps.
• Maintain inventory records, ensure software license compliance, and develop technical specifications for peripherals.
• Monitor the full lifecycle of user requests, coordinate with internal teams and external vendors, and enforce IT policies.
• Mentor junior support staff, deliver training, and produce technical documentation.
• Analyze feedback, improve support processes, and report incident metrics.
• Assist with administrative tasks, event preparation and special projects as required.

Required profile

• Higher Diploma or above in Information Technology or a related field.
• Minimum three years of end‑user support experience, preferably in a corporate environment.
• Strong communication skills and ability to manage expectations of VIP users.

Required skills

• Hardware troubleshooting
• Software installation and maintenance
• Mobile device management
• IT asset inventory management
• Software license compliance
• Vendor coordination

What we offer

• Opportunity to work for a global luxury hospitality leader.
• Professional development and leadership training programs.
• Collaborative environment with exposure to senior management.