IT Support Specialist

Role Summary

Summary and overall objectives of the job.

The IT Support Specialist provides frontline technical support for employees in an onsite Hong Kong Location. This role focuses on Level 1 and Level 2 support across a Microsoft-based technology stack, including Windows devices, Microsoft 365, and Entra ID/On-Prem AD. The ideal candidate is customer service oriented, highly organized, and experienced in troubleshooting common end-user issues while escalating more complex problems as needed.

Essential Functions

• Serve as the first point of contact for onsite IT support requests, resolving Level technical issues in a timely manner.
• Troubleshoot basic network connectivity issues including Wi-Fi, wired connections, and VPN, escalating to senior infrastructure staff for complex or site-level issues.
• Assist with onsite network hardware tasks such as cable management, switch port identification, and access point connectivity checks under the direction of the remote IT team.
• Troubleshoot Windows desktop/laptop issues including performance, connectivity, and application support.
• Provide support for Microsoft 365 services such as Outlook, Teams, OneDrive, and SharePoint.
• Provide support for internal applications.
• Assist with user account setup, access management, and password resets.
• Set up, configure, and deploy new employee hardware including laptops, peripherals, and mobile devices.
• Support onboarding/offboarding processes, ensuring proper device provisioning and account access.
• Manage basic IT inventory, equipment lifecycle tracking, and onsite hardware logistics.
• Document incidents, resolutions, and procedures within the ticketing system and knowledge base.
• Coordinate with remote IT teams or senior administrators to escalate infrastructure or security-related issues.
• Ensure a high-quality onsite support experience for employees and visitors.

Core Competencies

• Strong knowledge of Windows operating systems and end-user troubleshooting
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting in an enterprise environment
• Ability to identify and escalate network connectivity issues, with familiarity reading basic network diagrams and understanding site topology
• Hands-on experience supporting Microsoft 365 applications and services
• Familiarity with Entra ID (Azure Active Directory) and identity/access workflows
• Excellent customer service and interpersonal communication skills
• Ability to manage multiple tickets and prioritize effectively in a busy onsite environment
• Experience with device setup, imaging, and basic endpoint management
• Detail-oriented with strong documentation and follow-through habits
• Comfortable working independently while collaborating with distributed IT teams
• Professional, dependable, and proactive approach to problem-solving