Information Technology Support Engineer

KEY 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 the Tier 3 support or relevant IT teams following defined procedures.

Incident & Request Management

• Log, track, and resolve IT incidents & service requests within agreed SLAs.
• Assist in major incident coordination when required.

Hardware & Software Management

• 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.

Vendor & 3rd-Party Coordination

• Work with vendors, outsourcers, and contractors to deliver IT services (helpdesk, store projects, etc.).
• Ensure vendor performance meets agreed service levels.

Office IT Support

• Support store IT setups, POS systems, and network equipment (if applicable).

Compliance & Documentation

• Follow ITSM processes (ITIL-based Incident, Request, Problem Management).
• Maintain knowledge base articles for common issues and resolutions.

Other Duties

• Assist in IT projects (e.g., Windows upgrades, hardware refresh).
• Perform other IT support duties as assigned.

Requirements:

• 1 - 3 years of proven track record in IT support, preferably in retail operations in the luxury industry.
• Excellent communication and interpersonal skills in both written and spoken English.
• Ability to communicate in M a n d a r i n is a plus.
• Customer-centric and aims to deliver exceeding expectations.
• Strong analytical and problem-solving skills, self-driven and proactive.
• Able to work independently and multitask with minimum supervision.
• Able to work under pressure and meet tight schedules.

Technical Skills:

• Basic knowledge of ServiceNow
• Fundamental understanding of networking
• Basic proficiency in Microsoft Intune and Microsoft 365
• ITILv4 certification & above is an added advantage.

*This is a renewable 1-year contract position.