Senior Desktop Support

Skills

About the Role

You will lead day-to-day onsite IT support for the Hong Kong office and provide high-quality deskside and remote assistance to employees and executives. You will resolve complex hardware, software, identity, networking, mobile, and enterprise-application issues; manage tickets, endpoints, device lifecycles, onboarding, security incidents, AV systems, vendors, and local technology projects. You will mentor a junior support engineer, improve workflows through documentation and automation, and participate in emergency on-call coverage.

Requirements

• 5+ years of technical support experience, including deskside support in a professional, financial services, trading, or high-performance environment
• Experience as a senior escalation point, local IT owner, team lead, or equivalent
• Experience supporting executives and business-critical users
• Administrative-level macOS and Windows support experience
• Experience supporting iOS and mobile devices
• Experience with Microsoft Intune and Jamf
• Experience supporting Microsoft 365, including Outlook, OneDrive, and Teams
• Experience with identity and directory services, user provisioning, group management, permissions, access control, and authentication troubleshooting
• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and enterprise network and security tools
• Experience with hardware deployment, device lifecycle management, asset tracking, and enterprise software troubleshooting
• Experience with ITSM or ticketing platforms and SLA-driven support processes
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience

Responsibilities

• Lead day-to-day onsite IT support operations for the Hong Kong office
• Provide deskside and remote support for hardware, software, identity, access, networking, mobile devices, and enterprise applications
• Deliver white-glove support to executives and responsive support to business-critical teams
• Resolve complex support escalations and coordinate with global IT, Security, Engineering, and Infrastructure teams
• Coach and oversee a junior support engineer
• Manage the local support ticket queue and meet service-level agreements
• Identify recurring issues, determine root causes, and implement permanent fixes, documentation, automation, or process changes
• Lead onboarding, offboarding, device provisioning, and hardware lifecycle management
• Administer managed endpoints through Microsoft Intune and Jamf
• Respond to local security matters and escalate issues to the global Security team
• Maintain endpoint security and compliance standards
• Support macOS, Windows, and iOS devices
• Troubleshoot TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxy, and enterprise security-control issues
• Maintain conference room and audiovisual technology reliability
• Coordinate with IT vendors, service providers, and building management
• Support office moves, expansions, build-outs, and local technology initiatives
• Participate in disaster recovery and business continuity planning and testing
• Maintain local documentation, runbooks, support procedures, and knowledge articles
• Improve support workflows through scripting, automation, self-service, or tooling
• Participate in a 24/7 emergency on-call rotation

Benefits

• Flexible paid time off
• Hybrid working arrangements
• Company-paid health and protective benefits for employees and eligible dependents
• Coaching and counseling sessions through Headspace
• Paid parental leave
• Free daily in-office snacks and weekly lunches
• Employee Resource Groups