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Shopline Limited Hiring! Work from Home IT Helpdesk Specialist (Local - Overseas Remote Support) in Hong Kong - Ricebowl
IT Helpdesk Specialist (Local - Overseas Remote Support)
Shopline Limited
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Job Description
Responsibilities
Position Overview
We are seeking a proactive, communicative, and experienced IT Helpdesk Specialist to join our team. Based in our Hong Kong office, you will be responsible for providing day-to-day on-site IT support to local employees, while delivering remote technical assistance to overseas colleagues via email and ticketing systems during Hong Kong office hours.
Key Responsibilities
Cross-Regional Technical Support: Handle daily IT helpdesk tickets; provide immediate on-site support to local staff, and manage/resolve remote technical requests from overseas teams asynchronously via email or chat during Hong Kong working hours.
Hardware & Software Maintenance: Install, configure, and maintain office IT equipment, including Windows and macOS workstations, laptops, printers, meeting room AV systems, and network devices.
User Management: Administer user accounts, permissions, and configurations across corporate systems (e.g., Microsoft 365, Active Directory, Google Workspace).
Network & Security: Assist in monitoring and maintaining office network stability and security (LAN/WAN, Wi-Fi, VPN) to ensure seamless remote connectivity.
Asset & Documentation Management: Maintain accurate hardware and software inventory records, and independently write clear IT user guides, technical documentation, and FAQs.
Requirements
Education: Diploma or Degree in Information Technology, Computer Science, or a related discipline.
Experience: 1 to 3 years of solid experience in IT Helpdesk or technical support roles.
Technical Skills: Proficient in operating and troubleshooting Windows 10/11 and macOS environments.
Familiar with Microsoft 365 / Office 365 and Google Workspace applications and administration tools.
Hands-on experience with Active Directory (AD) / Azure AD (Entra ID) user and permission management.
Solid understanding of basic networking concepts and troubleshooting (including TCP/IP, DNS, DHCP, VPN configurations).
Proficiency in IT Service Management tools (e.g., Jira Service Desk, Zendesk, ServiceNow or other ticketing systems) is highly preferred.
Experience with Mobile Device Management (MDM) solutions (e.g., Microsoft Intune, Jamf) is an advantage.
Language Skills: Excellent command of both spoken and written Cantonese and English, with the ability to communicate confidently and professionally with local and overseas users.
Personal Attributes: Strong customer-service mindset, well-organized, excellent team player, and capable of working independently to resolve technical issues.
Full-time
We are seeking a proactive, communicative, and experienced IT Helpdesk Specialist to join our team. Based in our Hong Kong office, you will be responsible for providing day-to-day on-site IT support to local employees, while delivering remote technical assistance to overseas colleagues via email and ticketing systems during Hong Kong office hours.
Key Responsibilities
Cross-Regional Technical Support: Handle daily IT helpdesk tickets; provide immediate on-site support to local staff, and manage/resolve remote technical requests from overseas teams asynchronously via email or chat during Hong Kong working hours.
Hardware & Software Maintenance: Install, configure, and maintain office IT equipment, including Windows and macOS workstations, laptops, printers, meeting room AV systems, and network devices.
User Management: Administer user accounts, permissions, and configurations across corporate systems (e.g., Microsoft 365, Active Directory, Google Workspace).
Network & Security: Assist in monitoring and maintaining office network stability and security (LAN/WAN, Wi-Fi, VPN) to ensure seamless remote connectivity.
Asset & Documentation Management: Maintain accurate hardware and software inventory records, and independently write clear IT user guides, technical documentation, and FAQs.
Requirements
Education: Diploma or Degree in Information Technology, Computer Science, or a related discipline.
Experience: 1 to 3 years of solid experience in IT Helpdesk or technical support roles.
Technical Skills: Proficient in operating and troubleshooting Windows 10/11 and macOS environments.
Familiar with Microsoft 365 / Office 365 and Google Workspace applications and administration tools.
Hands-on experience with Active Directory (AD) / Azure AD (Entra ID) user and permission management.
Solid understanding of basic networking concepts and troubleshooting (including TCP/IP, DNS, DHCP, VPN configurations).
Proficiency in IT Service Management tools (e.g., Jira Service Desk, Zendesk, ServiceNow or other ticketing systems) is highly preferred.
Experience with Mobile Device Management (MDM) solutions (e.g., Microsoft Intune, Jamf) is an advantage.
Language Skills: Excellent command of both spoken and written Cantonese and English, with the ability to communicate confidently and professionally with local and overseas users.
Personal Attributes: Strong customer-service mindset, well-organized, excellent team player, and capable of working independently to resolve technical issues.
Full-time
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