IT Support Analyst - Level 2 - Hong Kong

Job Responsibilities

• Take ownership of incidents and service requests, ensuring resolution within agreed Service Level Agreements (SLAs)

• Monitor and identify recurring issues or service risks, proactively implementing preventive measures to improve service quality and operational efficiency

• Contribute to knowledge sharing by updating self-service portals and collaborating with team members to enhance incident resolution processes

• Ensure meeting room devices and collaboration tools (e.g., projectors, Teams devices, conferencing equipment) are fully functional to support business operations

• Maintain device compliance by ensuring operating systems and software are patched and up to date

• Support onboarding and internal transfers by provisioning laptops, phones, and other required IT equipment

• Manage IT asset inventory, including stock monitoring, replenishment, lifecycle tracking (procurement to disposal), and accurate reporting

• Obtain vendor quotations, manage purchasing and invoicing processes, and ensure cost-effective procurement of IT equipment and licenses

• Liaise with vendors to ensure timely delivery of services and equipment, and collaborate with finance teams to facilitate prompt payments

• Provide IT support across the organization, including remote staff, global office users, and ship-based personnel

Requirements

• Minimum 3 years of experience in a Level 1 / Level 2 IT support role

• Strong communication skills in written and spoken English

• Solid knowledge of Microsoft Office 365, including Administration, Teams, Outlook, and SharePoint

• Strong customer service mindset with the ability to identify user needs and deliver effective solutions

• Good working knowledge of desktop and laptop hardware, as well as Windows and/or Linux operating systems

• Experience with IT asset management and automation tools such as Endpoint Central

• Hands-on experience supporting audio-visual and video conferencing systems, including Microsoft Teams devices

• Familiarity with ticketing systems such as Zendesk, ServiceNow, or similar platforms

• Industry certifications such as Microsoft 365, Cisco, or ITIL are advantageous

• Experience working with networking equipment such as Meraki/Cisco firewalls and switches is a plus

• Exposure to managing small-scale IT projects from initiation to completion using structured project management practices

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.