This role is responsible for delivering reliable first- and second-line IT support, assisting with system and cloud administration, and ensuring the effective operation of end-user computing environments.

The role also involves occasional remote support for the other offices, requiring clear communication and the ability to support users across regions.

Key responsibilities

•      Provide first and second-line IT support to internal users, ensuring timely, professional, and effective resolution of technical incidents and service requests via face-to-face interaction, telephone, email, and instant messaging platforms

•      Deliver occasional remote IT support to users based in the other offices, coordinating effectively across time zones when required

•      Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues relating to desktops, laptops, peripherals, and business applications

•      Install, configure, and maintain end-user hardware and software, including Windows operating systems and approved applications

•      Support and maintain Microsoft Office / Microsoft 365 and other core business systems

•      Assist with day-to-day Windows Server administration, including user account management, access control, monitoring, and routine maintenance tasks

•      Support cloud-based platforms, primarily Azure/Microsoft 365 and associated services, including user provisioning and troubleshooting

•      Liaise with external IT service providers, infrastructure partners, and software vendors to support issue resolution and system improvements

•      Procure, manage, and maintain IT assets, office equipment, and structured cabling, ensuring compliance with company standards, vendor requirements, and health and safety guidelines

•      Maintain accurate and up-to-date IT documentation, including asset inventories, user guides, standard operating procedures, and IT policies

•      Maintain awareness of IT and information security risks, best practices, and company security policies, supporting compliance and risk mitigation efforts

•      Research, test, and assist in the evaluation of new technologies, tools, and applications prior to user deployment

•      Work collaboratively with business and functional teams to identify recurring technical issues, contribute to root-cause analysis, and support continuous service improvement initiatives

•      Establish and maintain effective working relationships with internal stakeholders and external partners across regions

•      Undertake any other reasonable duties as required to support IT operations and business objectives

Requirements

•      1–3 years of professional experience in an IT support, service desk, or junior systems administration role

•      Strong experience supporting Windows desktop and laptop environments

•      Hands-on experience with Windows Server administration, including user and access management

•      Exposure to or experience supporting cloud-based platforms, preferably Microsoft 365 and/or Azure

•      Strong customer service orientation, with a professional, courteous, and solution-focused approach

•      Excellent verbal and written communication skills, with the ability to engage effectively with users at all levels

•      Personable and professional manner, capable of working effectively with diverse teams and cultures

•      Demonstrated ability to build and maintain positive working relationships with internal and external stakeholders

•      Ability to manage priorities effectively, handle disagreements constructively, and work towards practical resolutions

•      Proactive approach to knowledge sharing, documentation, and feedback

•      Mandarin language proficiency is advantageous, to support communication with users in the Shanghai office during remote support activities