L2 IT Onsite Support Consultant

About the role

We are seeking a proactive L2 IT Onsite Support Consultant to provide second‑line assistance across a range of hardware, software and network issues. You will work closely with clients, internal support teams and third‑party providers to ensure timely resolution of incidents and smooth execution of PC staging and IMAC activities.

Key responsibilities

• Investigate, diagnose and resolve second‑line incidents and service requests following help‑desk procedures.
• Escalate unresolved tickets within agreed timeframes and liaise with clients and other support groups.
• Perform PC staging, Install‑Move‑Add‑Change (IMAC) activities and maintain hardware/software inventories.
• Conduct hardware and software maintenance, including VIP request handling.
• Assist the local Server Team during maintenance windows and support special events or conferences.
• Provide local network support and collaborate with the centralized Network team when needed.

Required profile

• Proven experience as an IT Support Engineer or in a comparable role.
• Strong PC and network troubleshooting abilities.
• Experience building software images for laptops and desktops.
• Fluent in Cantonese and English with solid communication skills.
• Degree in Computer Science, IT or a related field.
• Analytical, autonomous and collaborative working style.

Required skills

• PC hardware troubleshooting
• PC software troubleshooting
• Network troubleshooting
• Software imaging
• Ticketing system usage
• Remote troubleshooting techniques
• Server maintenance support

What we offer

• International community with 110+ nationalities.
• Strong internal promotion culture – 70% of leaders started at entry level.
• Robust training via internal Academy with 250+ modules.
• Vibrant workplace with regular social events.
• Commitment to CSR through the WeCare Together program.
• Equal‑opportunity environment promoting diversity and inclusion.