IS Support Specialist

About the role

The is a second level support role dedicated to delivering precise technical assistance and operational support within the assigned Hong Kong office. The hired individual will own the end-to-end user experience for IS functions, ensuring timely resolution of hardware and software issues while maintaining the highest standards of service quality. This position requires a proactive approach to problem solving, where the specialist actively identifies patterns in incidents and contributes directly to the improvement of support processes. They will serve as a critical bridge between end users and technical teams, translating complex issues into clear and actionable steps. The role emphasizes close collaboration with internal stakeholders to protect the integrity of firm operations and client confidentiality. Success in this position is measured by the ability to resolve issues efficiently, uphold strict compliance standards, and foster a reliable technology environment. The specialist is expected to champion best practices in equipment management and knowledge sharing to reduce future disruptions. Ultimately, this role ensures that the firm's technology infrastructure remains resilient and aligned with the strategic goals of the business.

Key facts

What you'll do

Provide timely delivery of IS services, including basic hardware and software troubleshooting.

Interact professionally with all customer constituencies, in person when at all possible.

Assist with deploying, configuring, and maintaining end-user equipment (PCs, printers, laptops, smartphones) and conference room AV systems.

Perform effectively as a second level technical resource to resolve customer issues.

Listen attentively to the problem/issue described by the customer and log all pertinent information into our call tracking program, ServiceNow.

Escalate interactions appropriately and collaborate with senior team members to resolve more complex problems.

Contribute to and follow documented procedures; help create and update knowledge articles in ServiceNow.

Promote effective utilization of firm provided software applications to customers.

Support software installations and updates, including Microsoft 365 applications and device management tasks as directed.

Assist with maintaining accurate equipment inventory records in the Asset Management System.

Participate in IS projects as an active team member, completing assigned tasks on schedule.

Must have strong organizational skills and be able to prioritize work efficiently.

Adhere to firm wide and departmental standards, policies and operational guidelines.

Provide occasional support outside normal business hours as required.

Provide support, setup, installs, operates, tests and troubleshoots audio and visual equipment, collaboration technologies (Zoom/Cisco Rooms, Teams) including setting up equipment used to enhance live events (townhall meetings/webinars, etc.) such as laptops, projectors, screens and microphones.

Requirements

Bachelor's degree in a related field is preferred or technical school training with equivalent experience is also considered.

Possess basic to intermediate knowledge of Windows 11; familiarity with MacOS and iOS is a plus.

Have exposure to Microsoft 365 (Outlook/Teams/OneDrive) and an interest in learning Exchange Online, Intune, and SCCM.

Demonstrate a foundational understanding of computer hardware, printers, smartphones, and audio-visual equipment; willingness to learn more.

Show proven problem solving ability in technical environments.

Function effectively as a collaborative team player capable of building positive working relationships with colleagues and clients.

Maintain a calm and professional demeanor under pressure; adapt readily to changing business needs and priorities.

Be physically able to move and set up equipment as required in the office environment.

Possess strong verbal, written, interpersonal and team skills with a customer-focused mindset.

Have 1-3 years of relevant technical support or service desk experience preferred.

Experience in the legal industry is a plus, not required.

Practical notes

This is an on-site position.

Hours are standard business hours as defined by the office location.

Travel is not expected as part of this role.

Visa sponsorship is not available for this position.

Applicants must meet all eligibility requirements as stated in the job description.

The application deadline is not specified; interested candidates are encouraged to apply promptly.