Onsite Support Engineer

We are looking for an Onsite Support Engineer with 5–10 years of experience providing onsite field support services in Hong Kong. The role will focus on L2 support, logging tickets in the ITSM platform, responding to network monitoring alerts, and performing initial triage.

Responsibilities

• Respond to network-monitoring alerts and perform initial triage.

• Check switch and port health using approved or read-only diagnostics.

• Trace, patch, label and maintain network cabling.

• Perform physical power-redundancy checks.

• Maintain network asset, rack, cabling and port records in the designated system of record, in accordance with approved standards and procedures.

• Perform initial troubleshooting of internet, Wi-Fi and connectivity issues.

• Provide onsite hands-and-eyes assistance to L3 engineers and vendors.

• Perform approved device reboots, cable moves or replacements under documented procedures.

• Collect logs and packet captures for L3 analysis.

• Alert monitoring of critical networking/infrastructure equipment across all sites (SolarWinds monitoring and DC infrastructure);

• Provide software management support, including tracking subscription costs;

• Diagnose desktop, laptop and peripheral products;

• Provide workstation (either laptop or desktop) support and management (including, but not limited to patching and deployment;

• Provide mobile device support and management (including, but not limited to device setup, distribution and basic troubleshooting;

• Provide ad hoc onsite and remote additional support, project-related or specialist capacity (local sites;

• Provide timely and effective technical assistance to end users;

• Initiating procurement of laptops and mobiles via AirTrunk Device Management process and managing local site stocks;

• Hardware management including asset tracking/management, and end-of-life disposal, break fix, enrolment and provisioning of equipment as per below:

• Patching and vulnerability management for workstations; and

• Intune is used on all laptops and company managed mobiles

• Troubleshoot and resolve hardware, software, and network issues;

• Provide device setup, configuration, and maintenance;

• Install, configure, and troubleshoot desktop and laptop devices;

• Manage device upgrades, patches, and updates to ensure compliance with company security policies;

• Install, configure, and troubleshoot printers and peripherals;

• Assist with network connectivity issues related to Wi-Fi and wired network problems;

• Assist with user account creation, modification, and deletion;

• Manage access permissions and security groups;

• Software management;

• Serve as the primary point of contact for end user IT support;

• Raise procurement requests for printers on behalf of the business;

• Provide Data Centre patching on a monthly basis, and ad hoc where required in accordance with our vulnerability management policy;

• Support root cause analysis and problem resolution efforts;

• Develop and implement permanent fixes for complex technical issues in accordance with AirTrunk technical change management policy;

• Assess, plan, and implement changes to network and system infrastructure in accordance with AirTrunk technical change management policy;

• Collaborate with product principal to resolve complex issues;

• Perform routine maintenance tasks – daily health check and firmware updates to prevent disruption to business operations; and

• Document and maintain technical information, procedures, and knowledge, ensuring they are up to date;

• Provide on-site support when required or as requested by the VIP User;

Requirements

The ideal candidate should have the following skills and experience:

• 5–10 years of experience providing onsite field support services.

• Field Services – OSS (Onsite Support).

• L2 Support and Ticketing.

• Experience logging tickets in an ITSM platform.

• Network monitoring, alert response and initial triage.

• Troubleshooting internet, Wi-Fi, wired network, hardware and software issues.

• Desktop, laptop, mobile device and peripheral support.

• Network cabling, patching, switch and port health checks.

• Asset tracking and hardware management.

• Patching and vulnerability management for workstations.

• Experience with Intune on laptops and company-managed mobiles.

• Data Centre patching and infrastructure support.

• English language skills.