Desktop Support Engineer


Location:  Hong Kong, Tsing Yi

Salary:  HKD $15-29K

Company: International Fashion and Retail Group

About the role


This role interacts closely with the Desktop Support Manager for APAC and the rest of the Enterprise Technology Services to provide technical expertise and support for any associated systems, in particular desktop systems within the warehouse, so an understanding of Distribution Centre hardware and applications would be desirable. This position will also interact with the UK Service Desk to ensure tickets are fulfilled locally.

There will be third party interaction for services supplied to the business to ensure every supplier delivers break/fix service according to agreed timelines.

The primary function of this role is to provide desktop support within an office and warehouse environment, with a secondary function to support, learn and develop in the arena of server and application support.

This role requires excellent technical and communication skills as well as initiative to ensure consistent delivery of quality services. It is necessary that a first class awareness of the environment across all platforms is understood and that this awareness is articulated clearly at all times. It is a key requirement that regular updates of workflow, project progress and key activities are communicated to the line manager. In addition it is imperative that Service Desk queues are monitored and updated in accordance with the service desk processes and assigned tasks.

Working as part of the Enterprise Technology Services to ensure that all desktop, server, network and telephony components are monitored and available to meet the target of 99.9% uptime.

Role responsibilities



  • Providing support for all Windows and Mac based services and applications

  • Providing end user support on all corporate platforms including (not limited to) mobile devices, hand scanners, shipping software, terminal lockdown, warehouse systems

  • Providing regular maintenance and updates to all applications and desktop hardware

  • Monitoring all Hong Kong desktop systems to ensure error detection as early as possible

  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

  • Ensuring the security of desktop and mobile devices

  • Ensuring uptime of all desktop systems in line with any SLAs

  • Providing regular progress reports to APAC Desktop Support Manager

  • Ensuring assigned working tasks are kept up to date and that support issues are resolved in a timely manner

  • Ensuring sufficient monitoring and alerting is in place for all relevant desktop systems

  • Keeping asset and change management systems up to date at all times

  • Documenting all work and ensuring measures are in place to allow others to pick up support and project work where necessary

  • Providing hardware and software support and solutions to end users on desktop and laptop problems



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To Apply


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2010 - present

2010 - present




  • BS degree in Information Technology, Computer Science or equivalent

  • At least three years hands-on technical support experience in Windows and Mac environment

  • Ability to proactively identify, manage, and resolve issues arising from the support process in a timely manner

  • Ability and experience in preparing procedures, workflows and related documentation

  • Hands-on experience in supporting Exchange e-mail, mobile devices, SCCM, communication tools, VPN and remote desktop user support in a corporate network environment

  • Familiar with Microsoft Active Directory

  • Good communication and interpersonal skill

  • Ability to communicate effectively in English and Putonghua

  • Good initiative, able to work well under pressure, good user relations

  • Ability to work well either on one’s own, or part of a team

  • Quick learner with a ’can-do’ attitude