The role

This roles 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 position also involves occasional remote support for the other offices, requiring clear communication and the ability to support users across regions. This role offers an excellent opportunity for an IT professional looking to further develop their technical expertise within a structured and collaborative environment.

Key responsibilities

IT Support & Service Delivery

•      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.

Systems & Infrastructure Support

•      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/Microsoft365 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.

Asset Management & Documentation

•      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.

Security, Improvement &Collaboration

•      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.

General

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

Training

•      Actively maintain Continued Professional Development (CPD) by participating in training, certification programmes, and ongoing skills development activities

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.