IT Support Officer

Responsibilities:

End-User Support:

• Provide first-level support for Windows and macOS devices (e.g., login issues, basic troubleshooting, software installation).

• Handle user onboarding/offboarding, including account setup, device allocation, and access provisioning.

• Assist with basic Intune tasks (e.g., device enrollment, remote wipe, compliance policy troubleshooting).

• Support common Microsoft 365 applications (Outlook, Teams, OneDrive, etc.).

Network & Connectivity:

• Troubleshoot LAN/Wi-Fi issues on Ubiquiti UniFi infrastructure (escalate configuration issues to L2+).

• Ensure users have network access and assist with VPN connections.

IT Operations:

• Maintain accurate records of hardware/software inventory.

• Manage and update support tickets in Jira, ensuring timely responses and resolutions.

• Refer to and contribute to internal documentation in Confluence.

• Follow SOPs for common incidents and service requests.

Security & Compliance:

• Enforce basic security hygiene (e.g., screen lock, password resets, MFA troubleshooting).

• Report security incidents or anomalies to appropriate teams.

What we require from you:

• Diploma or above in IT/Computing/Computer Science or related discipline.

• At least 2 years of relevant working experience in a small-medium enterprise.

• Hands-on experience in administering, supporting, and managing devices and environments across MS365, Windows, and MacOS platforms.

• Experience supporting global users would be highly advantageous.

• Experience with computer networks, network administration and installation on UniFi devices would be advantageous.

• Tactful handling of confidential or sensitive information.

• Excellent communication and time management skills are required to effectively plan, prioritize, and organize tasks to meet deadlines and achieve objectives.

• Business proficiency in Mandarin, Cantonese & English are a must to communicate with stakeholders who converses in one language.

• Experience in Atlassian tools such as Jira and Confluence would be highly advantageous.

• Experience in managing and supporting call-centre software would be advantage