Senior IT Support & Infrastructure Engineer

Overview 

Our client is a well-established private company in Hong Kong and they are seeking a hands-on and service-focused Senior Infrastructure Engineer to support business users in Hong Kong and collaborate with regional/global IT teams and technology vendors. 

This is a senior individual-contributor role for an all-round IT professional who enjoys both user-facing technical support and day-to-day infrastructure operations. The successful candidate will handle escalated Tier 2/3 support issues, provide high-quality support to senior stakeholders, and help maintain a secure, reliable Microsoft-based workplace and infrastructure environment.

Key Responsibilities

• Provide responsive Tier 2/3 IT support to business users, including senior management and VIP users.
• Troubleshoot escalated issues involving Windows devices, M365, office equipments, meeting-room technology and business applications.
• Support user onboarding and offboarding, device deployment and replacement, account/access provisioning, software installation and asset management.
• Provide hands-on support for executive meetings, video conferencing, AV equipment and business-critical events.
• Administer and support core IT services including Active Directory, Microsoft Entra ID, Microsoft 365, endpoint management, file services, backup and virtualisation platforms.
• Monitor and troubleshoot network and connectivity issues; coordinate with network, security and managed-service providers where required.
• Support day-to-day Azure and cloud operations, including user access, monitoring, basic administration and incident coordination.
• Assist with patching, endpoint security, vulnerability remediation and security baseline activities in line with IT and cybersecurity policies.
• Support infrastructure upgrades, office moves, new-office technology deployments, device refreshes and other IT projects.
• Coordinate with external vendors on maintenance, hardware support, procurement, installation and technical escalation.
• Maintain accurate asset records, support documentation, SOPs, knowledge articles and basic network/infrastructure diagrams.
• Identify recurring issues and recommend practical improvements to user experience, service quality and operational reliability.

Requirements

• Degree in Information Technology, Computer Science or a related discipline; equivalent practical experience will also be considered.
• Around 6–9 years of experience in end-user computing, systems administration or infrastructure support.
• Strong hands-on experience supporting Microsoft Windows, Microsoft 365, Teams, Outlook, Active Directory and Entra ID.
• Experience with endpoint management tools such as Microsoft Intune, SCCM or equivalent is highly preferred.
• Practical exposure to Windows Server, virtualisation, backup, networking fundamentals, VPN, Wi-Fi, DNS and DHCP.
• Exposure to Azure, cloud platforms, firewall administration or cybersecurity operations is an advantage.
• Experience supporting VIP users, meeting-room / AV technologies and a fast-paced corporate environment is preferred.
• Strong troubleshooting skills, ownership mindset and ability to communicate technical issues clearly to non-technical users.
• Comfortable working independently while collaborating closely with internal stakeholders, regional teams and external vendors.
• Professional proficiency in Cantonese and English; Mandarin is an advantage or requirement depending on the actual stakeholder mix.
• Microsoft, ITIL or CCNA certifications are welcome but not essential.