• Provide Level 1–2 support for Windows 11 desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot hardware, software, Microsoft 365, and connectivity issues for internal and client users.
• Administer user accounts, groups, licenses, and access permissions in Microsoft Entra ID and Microsoft 365.
• Manage device enrollment, compliance policies, and application deployment through Microsoft Intune.
• Monitor system alerts, logs, and endpoint health, escalating issues.
• Check backup status, perform integrity checks, prepare golden images of devices per client.
• Help to setup an asset management system to ease device upgrades, fleet replacement, warranty tracking and peripherals allocation to users.
• Maintain accurate ticket records and ensure timely resolution of incidents and service requests.
• Create and maintain technical documentation, standard operating procedures, and knowledge base articles. (started, handover from colleagues).
• Along with consultants and software engineers, develop the Frequently Asked questions for our knowledge base or SOP making, attend trainings we deliver to clients.
• Progressively, provide Level 1–2 support on our own developed systems to clients.
• Assist with workstation deployments, onboarding/offboarding, hardware refreshes, and project activities.
• Perform basic network troubleshooting including TCP/IP, DNS, DHCP, VPN, and Wi-Fi connectivity issues.
• Provide onsite support at client locations (TST, Kowloon Bay. Sheung Wan), (3 days per week), office-based support (2 days per week or work from home), and occasional travel to Shenzhen as required.
   

• 1–3 years of experience in an IT support, helpdesk, desktop support, or MSP environment, but you want more autonomy and the ability to move to a consulting or training role.
• Hands-on experience supporting Windows 11 environments.
• Working knowledge of Microsoft 365 administration and troubleshooting.
• Experience with Microsoft Entra ID (Azure AD) user and access management.
• Familiarity with Microsoft Intune device management and endpoint compliance.
• Understanding of Active Directory concepts and identity management.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting (Unifi, Fortinet, Cisco, HP all welcome)
• Experience using ticketing and IT service management systems (Atlassian, ServiceNow, Zoho)
• Familiarity with endpoint security, software deployment, and patch management.
   

Benefits

• 5 day week, office hours
• Competitive Annual Leave
• Discretionary Bonus
• Medical and dental cover
• Yearly self-education budget