Information Technology Support Technician

Key Responsibilities

• Frontline IT support: Provide first-line support to employees on device, account and software issues, including laptop, software and basic network or peripheral problems; set up and troubleshoot devices, and escalate to vendors when needed.
• Microsoft 365 and identity systems: Administer Microsoft 365 (users, groups, SharePoint and OneDrive permissions, Exchange and security policies) and other core identity systems.
• Onboarding and offboarding: Set up accounts and configure devices for new joiners; when people leave, make sure all accounts are fully and promptly revoked and devices and assets are recovered; keep a checklist so nothing is missed.
• Software access: Manage user accounts and permissions for tools such as Notion, Slack and Claude, as well as email and other company tools; handle access requests and keep clear records.
• Least privilege and access reviews: Apply the principle of least privilege across SaaS tools, cloud consoles and internal systems, and run regular access reviews.
• Network tools: Manage internal network tools such as Tailscale and VPN configuration, including optimising connectivity for team members in Mainland China.
• Security incident response: Assist with security incidents such as reported phishing emails, and handle them using Microsoft 365 Defender and related tools.
• Assets and licences: Keep track of devices, licences and subscriptions, and flag renewals and unused seats.
• Runbooks and documentation: Write and maintain runbooks and internal documentation for all routine IT processes.
• Security basics: Apply basic practices such as strong passwords and multi-factor authentication, and handle confidential information with care.

Requirements

We care most about someone who is responsible and reliable; deep technical skills are not required.

• 2–5 years of experience in IT support, helpdesk or office administration
• Dependable and responsible: you follow through, keep your promises and stay on top of every request
• Careful and organised, with good attention to detail on accounts, access and checklists
• Comfortable using a computer (Windows or Mac) and quick to learn new tools; no advanced technical background needed
• Familiar with workplace tools such as Notion and Slack, and interested in AI tools such as Claude
• Discretion with confidential information