IT Engineer / Senior Engineer - Retail IT Operation Support
Our clients are government departments, non-government organizations, education institutes, multinational corporations, small and medium companies across various industries. Our services provide Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, Secondment Services & etc.
We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319) .
To Stay true to ServiceOne’s ongoing mission that is to deliver the highest quality services to all her customers, we invite high-caliber candidate of you to join our company.
For more information, please visit our website at www.serviceoneasia.com.
ESSENTIAL DUTIES AND RESPONSIBILITIES
End-User Support & Communication- Provide first and second-line desk-side support for hardware, software, and network-related issues.
- Maintain effective communication with office users, and IT teams to ensure service alignment.
- Escalate complex issues to relevant IT teams following defined procedures.
- Log, track, and resolve IT incidents & service requests within agreed SLAs.
- Assist in major incident coordination when required.
- Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals).
- Assist in OS imaging, software installations, and patch management.
- Maintain accurate IT asset inventory (hardware & software) and track life cycle.
- Work with vendors, outsourcers, and contractors to deliver IT services (Regional Service Desk, store projects, etc.).
- Ensure vendor performance meets agreed service levels.
- Support store IT setups, POS systems, and network equipment.
- Provide technical support for office Audio/Visual (AV) systems, including Town Hall meetings, live events, and conference room setups.
- Follow ITSM processes (ITIL-based Incident, Request, Problem Management).
- Maintain knowledge base articles for common issues and resolutions.
- Assist in IT projects (e.g., Windows upgrades, hardware refresh).
- Perform other IT support duties as assigned.
- 2+ years of experience in a field or desk-side support role, with at least 1 year experience in luxury support.
- Strong knowledge of Windows OS, Microsoft 365, and desktop hardware.
- Customer centric and aims to deliver exceed expectation
- Strong analytical and problem-solving skills
- Able to work independently with minimum supervision and manage multiple priorities
- Able to work under pressure and to meet tight schedules
- Good communication skill in both spoken and written English.
- Able to speak in Mandarin or other dialects will be advantages
- Holder of ITIL certificate will be an advantage
- Candidates with more experience can be considered as Senior Engineer
We offer excellent career opportunities, attractive remuneration package and fringe benefits. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.
(The information provided will be used for employment related purpose only. All information of unsuccessful applicants will be destroyed within six months)