Senior IT Support Engineer

About the role

Johnsonelectric is hiring a Senior IT Support Engineer based in Hong Kong, covering Asia. The role manages a small team of outsourced IT support specialists and acts as the escalation point for IT support across Asia offices.

Key responsibilities

• Manage a small team of outsourced IT support specialists within the defined scope and Service Level Agreement in HK
• Escalate to the team to provide workplace support in Asia offices
• Handle endpoint management and support, including advanced troubleshooting and OS support on Microsoft Windows, mobile devices and other workplace equipment
• Support the full lifecycle of asset inventory and keep the CMDB up to date
• Improve ITSM processes and develop training material, FAQs and user guides
• Support internal and external IT audits and provide event support, AV setup and live streaming
• Install and upgrade hardware and software, image and re-image Windows PCs and laptops
• Manage enterprise patching, vulnerability remediation, emergency security updates and compliance reporting, and coordinate with external vendors for warranty repairs

Required profile

• Bachelor's degree in IT or a related discipline and 2+ years of related experience
• Fluent English and Putonghua; other languages are an advantage
• Self-motivated, action and results oriented, with good communication and reporting skills
• Able to prioritise and complete tasks independently in a high-pressure environment

Required skills

• Windows end-user computing, virus scanners and security products
• Microsoft Intune, SCCM, Autopilot, Entra ID joined devices and Microsoft Defender for Endpoint
• Active Directory, Microsoft 365, virtual desktops and remote desktop tools
• Ticketing systems such as JIRA, ManageEngine or ServiceNow; ITIL experience is a plus
• Proficiency in at least two of: Windows, M365, Active Directory, ITIL, Workplace & collaboration hardware and software, project management