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.