About this role
Job Purpose
- Responsible for tire one IT helpdesk and infrastructure support for internal offices and malls, including configuration, troubleshooting, and daily operation. The candidate should proactively discuss with the end-user / business owner to improve operation efficiency and review the progress.
- Work with the business, internal IT team, and vendor to implement Corporate IT initiatives and related projects.
Key Responsibilities
- Handle computer and application user support. ensuring service level agreements (SLAs) are met and issues are resolved promptly.
- Responsible for the systems administration for maintaining and supporting infrastructure operations for end users, such as e-mail, endpoint, Wi-Fi, network, etc.
- Review and handle the systems log/issue log and provide an improvement plan.
- Perform system security updates to the IT infrastructure on vulnerability issues.
- Monitor system performance, conduct capacity planning, and perform event correlation.
- Prepare IT training material and conduct training.
- Assist supervisor with system automation on IT operations.
- Drive operational efficiency and service improvement by integrating AI-powered tools and analytics to streamline workflows, reduce manual effort, and support data-driven business decision-making and support business operation.
- Implement and leverage AI-assisted monitoring and security solutions (e.g., anomaly detection, predictive analytics) to proactively identify risks, optimize infrastructure performance, and enhance overall IT operational resilience.
Skills, Qualifications and Experience Requirements
- Diploma or above in Computer Science or related disciplines
- At least 5 years of working experience in IT helpdesk support operations and infrastructure management, including LAN/SD-WAN, MS Windows, PC, and VM environment.
- Hands-on experience with IT infrastructure and systems such as firewalls, network switches, Wi-Fi & backup system
- Industry certifications (e.g., ITIL, CCNA, MCP) are a plus
- Good team player with strong interpersonal and communication skills
- Demonstrated commitment to working under pressure independently
- A candidate with a Real Estate Industry background will be a plus
- Good command of written and spoken English and Cantonese
- Candidates with less experience will be considered as Infrastructure Engineer