IT Support Technician L1 (On-site) – 2 days/week freelance

About the role

We are looking for an experienced IT Support Technician (L1) to provide on‑site deskside assistance in Hong Kong on a part‑time freelance basis (2 days per week). The contract is for one year with the possibility of extension.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop devices, troubleshooting hardware, software and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user equipment.
• Manage the full lifecycle of desktops, including configuration, patching, OS imaging and vendor hardware replacements.
• Utilise SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and on‑site support for MS Office, Outlook, VPN clients and other EUC tools.
• Ensure compliance with security protocols, antivirus monitoring and desktop policy enforcement.
• Offer VIP support and act as primary on‑site contact during critical escalations or outages.
• Support printers, scanners and other peripherals, handling routine maintenance and troubleshooting.
• Assist with Active Directory tasks, basic user account management and smart‑hands support.
• Maintain documentation of incidents, hardware inventory and technical guides.
• Work with Windows OS environments, mobile devices and basic Mac devices.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• More than 3 years of hands‑on IT support experience (L1/L2).
• Ability to work on‑site in Hong Kong for two days per week under a freelance/B2B contract.
• Strong knowledge of Windows operating systems and basic Mac handling.
• Familiarity with ITIL processes and VIP escalation handling.

Required skills

• SCCM
• Intune
• ServiceNow
• Active Directory
• Windows OS
• MS Office & Outlook
• VPN clients
• Antivirus solutions
• Desktop policy enforcement
• Printer & scanner support
• Mobile device support
• Basic Mac device handling
• ITIL incident/problem management