What Jobs are available for Client Experience in Hong Kong?

Job ID: 41228

Location: Kwun Tong, HK

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 6 Oct 2025

Job Summary

As a Manager in Client Experience, you'll be responsible for handling written and verbal complaints for Retail Banking, Wealth Management Product

About our Wealth and Retail Banking business

We service more than 13 million individuals and small businesses, with a focus on the affluent segment which encompasses Private Banking, Priority Private, Priority Banking, and Premium. In the mass retail space, we're focused on emerging affluent clients who will progress in their wealth journey with us and form the pipeline of future affluent clients.

We're a leading wealth manager in Asia, Africa and the Middle East, and our deep local presence and international network enables us to capture the strong structural tailwinds which are driving cross-border wealth flows. Our comprehensive product propositions span across deposits, payments, financing, advisory, investments and bancassurance.

We're investing USD $1.5 billion in our Affluent banking business. Our investment focuses on affluent frontline teams, wealth and digital platforms, and client centres, as well as brand and marketing, to drive growth. You'll join a growing franchise within Standard Chartered Group.

Key Responsibilities

• To handle written and verbal complaints for Retail Banking, Wealth Management Products; ensure timely investigation/ resolution according to pre-defined standards, proper case resolution and case closure, and timely logging in the system for clear and complete record purposes.
• Identify potential threats, frauds and high impact/ high risk cases that require immediate rectification/ improvement and ensure that they are timely escalated to the relevant parties for actions and/ or follow-up actions.
• Identify business/ improvement opportunities, escalate to relevant parties and assist with the design of preventive measures as appropriate.
• To raise alert if similar complaints repeat significantly and/ or suggest a developing trend or ineffectiveness of previous preventive actions.
• To ensure self-compliance and guide team members to comply with internal policies and external regulations.
• To work closely with key stakeholders and maintain good working relationship.

Skills and Experience

• Work experience in the complaint handling field in any sizable financial institutions, candidates with client facing experience in banks will be considered.
• Sound knowledge in the Retail Banking products, preferably in Wealth Management Product.
• Proven track record in handling adverse customer feedback
• Fluency in written and verbal English, Chinese and Business Communication, Proficiency in Mandarin is preferred.
• Strong commitment, proactive and with a positive mindset
• Ability to work with multiple stakeholders and get to the bottom of the issue
• Demonstrate servicing mindset.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

As a Manager in Client Experience, you'll be responsible for handling written and verbal complaints for Retail Banking, Wealth Management Product

About our Wealth and Retail Banking business

We service more than 13 million individuals and small businesses, with a focus on the affluent segment which encompasses Private Banking, Priority Private, Priority Banking, and Premium. In the mass retail space, we're focused on emerging affluent clients who will progress in their wealth journey with us and form the pipeline of future affluent clients.

We're a leading wealth manager in Asia, Africa and the Middle East, and our deep local presence and international network enables us to capture the strong structural tailwinds which are driving cross-border wealth flows. Our comprehensive product propositions span across deposits, payments, financing, advisory, investments and bancassurance.

We're investing USD $1.5 billion in our Affluent banking business. Our investment focuses on affluent frontline teams, wealth and digital platforms, and client centres, as well as brand and marketing, to drive growth. You'll join a growing franchise within Standard Chartered Group.

• To handle written and verbal complaints for Retail Banking, Wealth Management Products; ensure timely investigation/ resolution according to pre-defined standards, proper case resolution and case closure, and timely logging in the system for clear and complete record purposes.

• Identify potential threats, frauds and high impact/ high risk cases that require immediate rectification/ improvement and ensure that they are timely escalated to the relevant parties for actions and/ or follow-up actions.

• Identify business/ improvement opportunities, escalate to relevant parties and assist with the design of preventive measures as appropriate.

• To raise alert if similar complaints repeat significantly and/ or suggest a developing trend or ineffectiveness of previous preventive actions.

• To ensure self-compliance and guide team members to comply with internal policies and external regulations.

• To work closely with key stakeholders and maintain good working relationship.

• Work experience in the complaint handling field in any sizable financial institutions, candidates with client facing experience in banks will be considered.

• Sound knowledge in the Retail Banking products, preferably in Wealth Management Product.

• Proven track record in handling adverse customer feedback

• Fluency in written and verbal English, Chinese and Business Communication, Proficiency in Mandarin is preferred.

• Strong commitment, proactive and with a positive mindset

• Ability to work with multiple stakeholders and get to the bottom of the issue
• Demonstrate servicing mindset.

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before.

If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Job Summary
As a Manager in Client Experience, you'll be responsible for handling written and verbal complaints for Retail Banking, Wealth Management Product

About Our Wealth And Retail Banking Business
We service more than 13 million individuals and small businesses, with a focus on the affluent segment which encompasses Private Banking, Priority Private, Priority Banking, and Premium. In the mass retail space, we're focused on emerging affluent clients who will progress in their wealth journey with us and form the pipeline of future affluent clients.

We're a leading wealth manager in Asia, Africa and the Middle East, and our deep local presence and international network enables us to capture the strong structural tailwinds which are driving cross-border wealth flows. Our comprehensive product propositions span across deposits, payments, financing, advisory, investments and bancassurance.

We're investing USD $1.5 billion in our Affluent banking business. Our investment focuses on affluent frontline teams, wealth and digital platforms, and client centres, as well as brand and marketing, to drive growth. You'll join a growing franchise within Standard Chartered Group.

Key Responsibilities

• To handle written and verbal complaints for Retail Banking, Wealth Management Products; ensure timely investigation/ resolution according to pre-defined standards, proper case resolution and case closure, and timely logging in the system for clear and complete record purposes.
• Identify potential threats, frauds and high impact/ high risk cases that require immediate rectification/ improvement and ensure that they are timely escalated to the relevant parties for actions and/ or follow-up actions.
• Identify business/ improvement opportunities, escalate to relevant parties and assist with the design of preventive measures as appropriate.
• To raise alert if similar complaints repeat significantly and/ or suggest a developing trend or ineffectiveness of previous preventive actions.
• To ensure self-compliance and guide team members to comply with internal policies and external regulations.
• To work closely with key stakeholders and maintain good working relationship.

Skills And Experience

• Work experience in the complaint handling field in any sizable financial institutions, candidates with client facing experience in banks will be considered.
• Sound knowledge in the Retail Banking products, preferably in Wealth Management Product.
• Proven track record in handling adverse customer feedback
• Fluency in written and verbal English, Chinese and Business Communication, Proficiency in Mandarin is preferred.
• Strong commitment, proactive and with a positive mindset
• Ability to work with multiple stakeholders and get to the bottom of the issue
• Demonstrate servicing mindset.

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer
In line with our Fair Pay Charter,
we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Key Responsibilities:

• Lead, mentor, and coach the team, ensuring staff performance aligns with company goals and objectives.
• Organize training sessions and workshops to educate team members on best practices in client service.
• Oversee client onboarding and act as the gatekeeper of Know Your Client (KYC) procedures, ensuring all client documentation is accurate and complete, and ensure compliance with regulatory requirements.
• Develop and implement strategies to enhance the overall client experience across various touchpoints and validate client journey processes for increased efficiency and satisfaction.
• Partner closely with internal stakeholders (e.g., Compliance, Technology, etc.)
• Address and resolve client complaints promptly and effectively, maintaining client trust, and document and analyze complaints to identify trends and areas for improvement.
• Perform quality checks on team deliverables to maintain high standards of client service.
• Track and optimize performance metrics for the team, continuously identifying areas for improvement.
• Analyze client feedback and performance metrics to identify trends and areas for improvement, and prepare regular reports on client satisfaction, team performance, and operational efficiency for senior management.
• Gather and relay client feedback to internal teams to support continuous product/platform improvement.
• Assist the Head of Investment Operations in overseeing daily operational tasks where appropriate.
• Lead and implement Business Continuity Planning (BCP) initiatives to ensure service resilience.
• Manage office administrative tasks related to the Investment Operation Team, ensuring smooth day-to-day operations.
• Conduct client face-to-face meetings where required and represent the team at conferences and events.

Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field.
• Proven experience in client service or a similar role within a digital wealth platform, with a background in fund dealing or relevant experience.
• Strong leadership and team management skills.
• Excellent interpersonal skills.
• Fluent in English, Traditional Chinese, and Simplified Chinese, with strong writing skills in all three languages.
• Ability to analyze data and generate actionable insights.
• Knowledge of regulatory requirements and KYC procedures.
• Strong organizational and problem-solving skills.

ABOUT SOTHEBY'S

Established in 1744, Sotheby's is the world's premier destination for art and luxury. Synonymous with innovation, Sotheby's promotes access, connoisseurship and preservation of fine art and rare objects through auctions, private sales and retail locations. Our trusted global marketplace is supported by a network of specialists spanning 40 countries and 50 categories, which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Interiors, among many others.

THE ROLE

Sotheby's is looking for an experienced Client Experience Coordinator based in Hong Kong to own the operational execution of sales for Asia in accordance with company policies and best practices while delivering high-quality client experience. This dynamic role is ideal for a candidate who thrives in a fast-paced environment, enjoys multi-tasking and organizational tasks whilst coordinating all key processes leading up to and closing the sales. The successful candidate will support sales across a division (either Auctions for Luxury or Global Fine Art, or Private Sales/Salon sales). The responsibilities include but are not limited to the following:

RESPONSIBILITIES

General Operations:

Collaborate with wider business to execute client transactions to ensure the highest level of client experience in compliance with company policies and key processes

Liaise with clients and manage property throughout the sale cycle

Work closely with Legal department and Business Manager/Director on sale agreements with complex, highly managed terms, extended payment terms, guarantees and irrevocable bids, ensuring all due diligence requirements are met

Review compliance reports (AML, ALR) and complete High-Value Lot reports (HVL) as necessary

Provide general administrative support for facilitating a sale

Sale Processing Support:

Manage consignment agreements and terms of sale including requesting legal contracts, generating SAP contracts, tracking receipt of all contracts, IC disclosures and IC recipient contracts

Ensure all required legal and compliance documentation are on file including photo ID, proof of address, payment instruction and W8/9 forms

Work with Specialists, Compliance and Shipping to track all outstanding compliance issues and ensure they are resolved according to catalogue and sale deadlines

Ensure SLAs and all post-sale actions/communications including invoices and statements are met in a timely and professional manner

Issue timely and accurate client communications on payment status

Escalate any risks or issues impacting client experience within a timely manner and recommended remedial actions

Partner with other business areas to respond to client inquiries, resolve client issues and execute client transactions

Invoicing and Payment:

Support the processing and allocation of payments in partnership with the Finance team and perform daily reconciliation tasks

Manage expectations and compliance around third party payments

Regularly work with Finance to report on late payments to manage seller's expectations

Liaise with Finance and Business management on non-standard payment and complex invoicing

Shipping/Transfer of Property:

Ensure property is shipped/transferred in compliance with all applicable laws and regulations

Coordinate the movement of property internally and externally for third-party services (such as restorers, external experts, authentication committees, photographers)

Maintain and scan all required documentation associated with shipments/transfers property in accordance with department procedures

Prepare and solicit required legal documentation (tax declarations, etc.) including timely submission to appropriate regulatory bodies, ensuring the accuracy of the information

Demonstrate general knowledge of shipping and associated logistics requirements for all outbound property; both domestic and international

Solicit shipping quote requests in a timely manner in line with established service level

KEY SKILLS AND EXPERIENCE

Degree in business administration or equivalent field preferred

At least 1-2 years related work experience in operations and client services

Knowledge in logistics, including current domestic and international packing methods, transportation methods and regulatory compliance

Exceptional client service skills including strong verbal and written communication skills

Self-motivated, enthusiastic, and able to work both independently and as part of a team

Ability to multi-task, prioritize and manage challenging deadlines

Strong knowledge of Microsoft Office, particularly Word, Excel, Outlook

Prior experience with SAP is preferable

Able to work flexibly and on evenings as and when required

ABOUT SOTHEBY'S

Established in 1744, Sotheby's is the world's premier destination for art and luxury. Sotheby's promotes access to and ownership of exceptional art and luxury objects through auctions and buy-now channels including private sales, e-commerce and retail. Our trusted global marketplace is supported by an industry-leading technology platform and a network of specialists spanning 40 countries and 70 categories which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Design, as well as collectible cars and real estate. Sotheby's believes in the transformative power of art and culture and is committed to making our industries more inclusive, sustainable and collaborative.

THE ROLE

Sotheby's is looking for an experienced Client Experience Coordinator based in Hong Kong to own the operational execution of sales for Asia in accordance with company policies and best practices while delivering high-quality client experience. This dynamic role is ideal for a candidate who thrives in a fast-paced environment, enjoys multi-tasking and organizational tasks whilst coordinating all key processes leading up to and closing the sales. The successful candidate will support sales across a division (either Auctions for Luxury or Global Fine Art, or Private Sales/Salon sales). The responsibilities include but are not limited to the following:

RESPONSIBILITIES

General Operations:

Collaborate with wider business to execute client transactions to ensure the highest level of client experience in compliance with company policies and key processes

Liaise with clients and manage property throughout the sale cycle

Work closely with Legal department and Business Manager/Director on sale agreements with complex, highly managed terms, extended payment terms, guarantees and irrevocable bids, ensuring all due diligence requirements are met

Review compliance reports (AML, ALR) and complete High-Value Lot reports (HVL) as necessary

Provide general administrative support for facilitating a sale

Sale Processing Support:

Manage consignment agreements and terms of sale including requesting legal contracts, generating SAP contracts, tracking receipt of all contracts, IC disclosures and IC recipient contracts

Ensure all required legal and compliance documentation are on file including photo ID, proof of address, payment instruction and W8/9 forms

Work with Specialists, Compliance and Shipping to track all outstanding compliance issues and ensure they are resolved according to catalogue and sale deadlines

Ensure SLAs and all post-sale actions/communications including invoices and statements are met in a timely and professional manner

Issue timely and accurate client communications on payment status

Escalate any risks or issues impacting client experience within a timely manner and recommended remedial actions

Partner with other business areas to respond to client inquiries, resolve client issues and execute client transactions

Invoicing and Payment:

Support the processing and allocation of payments in partnership with the Finance team and perform daily reconciliation tasks

Manage expectations and compliance around third party payments

Regularly work with Finance to report on late payments to manage seller's expectations

Liaise with Finance and Business management on non-standard payment and complex invoicing

Shipping/Transfer of Property:

Ensure property is shipped/transferred in compliance with all applicable laws and regulations

Coordinate the movement of property internally and externally for third-party services (such as restorers, external experts, authentication committees, photographers)

Maintain and scan all required documentation associated with shipments/transfers property in accordance with department procedures

Prepare and solicit required legal documentation (tax declarations, etc.) including timely submission to appropriate regulatory bodies, ensuring the accuracy of the information

Demonstrate general knowledge of shipping and associated logistics requirements for all outbound property; both domestic and international

Solicit shipping quote requests in a timely manner in line with established service level

KEY SKILLS AND EXPERIENCE

Degree in business administration or equivalent field preferred

At least 1-2 years related work experience in operations and client services

Knowledge in logistics, including current domestic and international packing methods, transportation methods and regulatory compliance

Exceptional client service skills including strong verbal and written communication skills

Self-motivated, enthusiastic, and able to work both independently and as part of a team

Ability to multi-task, prioritize and manage challenging deadlines

Strong knowledge of Microsoft Office, particularly Word, Excel, Outlook

Prior experience with SAP is preferable

Able to work flexibly and on evenings as and when required

The Client Support Specialist acts as a vital intermediary for professional clients across the Asia-Pacific region.

• Client Engagement: Respond to client inquiries through multiple channels, including ticketing systems, phone calls, emails, and live chat.
• Issue Investigation: Examine and resolve account management and trade-related challenges, such as execution, order routing, trade busts, and position liquidations.
• Client Meetings: Conduct meetings with institutional clients to understand their needs and present tailored services and workflow solutions.
• Process Enhancement: Analyze complex service issues at a technical level and suggest recommendations for process improvements.

• Product Expertise: In-depth knowledge of various financial products, including Equities, Options, Futures, and FX.
• Analytical Mindset: A proactive, self-driven individual who takes ownership of projects and sees them through to the end.
• Language Skills: Strong written and verbal communication abilities in English and Chinese, particularly Mandarin.
• At least 2 years of relevant experience.
• HKSI Paper 1 (Type 1, 2, and 3), FINRA Series 7 license, or the capability to obtain one.
• Proficient in Microsoft Word, Excel, and Bloomberg; familiarity with UNIX and/or programming is an advantage.
• Candidates with experience in middle/back office operations, compliance, electronic trading, or fund administration will be given preference.

ABOUT SOTHEBY'S

Established in 1744, Sotheby's is the world's premier destination for art and luxury. Sotheby's promotes access to and ownership of exceptional art and luxury objects through auctions and buy-now channels including private sales, e-commerce and retail. Our trusted global marketplace is supported by an industry-leading technology platform and a network of specialists spanning 40 countries and 70 categories which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Design, as well as collectible cars and real estate. Sotheby's believes in the transformative power of art and culture and is committed to making our industries more inclusive, sustainable and collaborative.

Responsibilities include but are not limited to:

• Provide support to clients on a day-to-day basis such as: assisting in phone, email, and in-person enquiries in a timely manner
• Facilitate the fulfillment process for both auction and retail property for all applicable payment methods promptly and accurately with high level of compliance and accuracy both remote and onsite
• Process pre-sale transaction requests including: bids and paddle registration, account setup and troubleshooting
• Process post-sale transaction requests including: providing invoices, statements, and shipping quotes
• Work closely with all Business units (Registrars, Facilities Management, Postsale Services, Bids Department, Maison's Client Advisors and etc.) to ensure highest level of client satisfaction
• Perform other duties/ad hoc projects as assigned by the manager

Key Skills and Experience:

• University graduate (or equivalent) with 1 to 2 years relevant working experience in operations and/or client services
• Exceptional client service skills, ability to remain calm in pressured situations with a friendly, enthusiastic, and welcoming disposition
• Excellent interpersonal skills and proven ability to communicate confidently with both clients and all levels of staff within the business
• Strong attention to detail and organizational skills, ability to multitask, set priorities and meet deadlines
• Self-motivated, enthusiastic, and able to work both independently and as part of a team
• Able to work in the evenings and weekends when needed
• Strong knowledge of Microsoft Office – prior experience with SAP or other Sotheby's systems is preferable
• Fluency in English, Cantonese, and Mandarin is essential. Must be able to read and write Traditional Chinese

Systems Software and Hardware Support:

• Provide hardware and software support to all users, ensuring IT services meet the expectation of the school. Perform configuration, installation, repair, and upgrades of laptops, desktops, and other devices.
• Perform service calls to provide accurate and timely technical support for hardware and software issues, including researching and testing potential solutions, and clearly communicating these to the user.
• Provide direct user support by answering phones, responding to user requests sent via the Helpdesk System, email, or by visiting offices to assist users in person when needed.
• Investigate problems in systems and services and assist with the implementation of agreed remedies and preventive measures including the maintenance of internal and outsourced IT systems and devices.
• Help maintain the VoIP and digital phone service, working with service support provider in troubleshooting and setting up new users.
• Assist AV Technicians during events (which may occur outside regular school hours) and help perform basic troubleshooting of AV equipment, including Apple TVs, LCD Projectors, microphones, sound systems and help maintain AV loaners.

Collaboration and Customer Service:

• Collaborate with other Client Services Team members to research, test, and recommend tools and utilities that may improve or enhance both user experience and team productivity while fostering knowledge sharing across the team
• With the Client Services Team, develop and/or recommend standards and improve procedures for technical initiatives and workflow. Provide ad-hoc user training/demonstration on all standardized software and hardware where necessary.
• Collaborate in a flexible and open manner with other Client Services Team members and campus users, with frequent team collaboration and support, excellent communication, and responsiveness.

Equipment Maintenance, Inventory Control, and Documentation:

• Handle maintenance logistics, work with systems with other support staff and computer vendors.
• Document processes and procedures.
• Capture client information and problem-solving processes such as decisions made, actions involved, and final resolution.
• Maintain a high standard of documentation by thoroughly updating the ticket status in the Helpdesk System, including troubleshooting steps taken, results achieved, recommendations for system improvements, and escalation to supervisor when necessary. Communicate updates to users through all appropriate channels.

Other Duties As Required:

• Take an active role in your own development and work towards gaining industry-recognized certifications in the core products used by HKIS in addition to developing other technical and interpersonal skills.
• Undertake other duties and functions as required that will impact and strengthen the contributions of the department and overall operations of the school.

Education:

• University graduate with a degree in Information Technology preferred
• Apple Certified Associate certification preferred
• Apple Certified Support Professional certification preferred
• Microsoft and/or Google Workspace certification preferred

Experience:

• At least two years of experience supporting Apple and Microsoft products.

• Thorough knowledge of installation, maintenance, repair, and troubleshooting of computing equipment, including:

• Macintosh and Windows computers and operating systems;

• Application software including Google Workspace,Microsoft Office and Microsoft Admin tools;
• Web browsers, such as Chrome, Firefox, Safari, Edge;
• Computer peripherals, including printers, DVD drives, SD cards, and other external drives/devices;
• Computer networks, including wireless connectivity and VPN;
• Virus protection and spyware removal software applications;

• Security and registry configuration changes.

• Experience with a ticketing system for request assignment, tracking, escalation, and reporting.

• Experience with mobile device management (MDM) tools such as JAMF or Microsoft Intune preferred
• Familiar with command-line interfaces and basic scripting in both Windows (PowerShell, Command Prompt) and macOS (Terminal, Bash/Zsh)
• Experience with programming or scripting languages, with Python knowledge preferred
• Familiarity with basic networking commands (ping, ipconfig/ifconfig, nslookup, traceroute)
• Previous experience working in a school environment is preferred.

Required Skills:

• Solid English communication skills, verbal and written. Cantonese and Mandarin are also an advantage
• Excellent customer service orientation and ability to work as a flexible, collaborative, and support team member, while excelling in a fast-paced service environment.
• Ability to work with people of various backgrounds with all levels of technical knowledge
• Ability to work proactively both individually and in a team, with skills to identify potential issues before they escalate Ability to implement appropriate solutions and maintain clear communication with team members and supervisors regarding work progress
• Willing to work with and support our students and learning community
• Required to work outside office hours when needed, especially during busy operational periods
• Ability to handle confidential files and information in a professional manner
• Intellectual flexibility, technical curiosity, and a sense of humor, including the ability to learn independently.

Child Protection Statement:

• At HKIS, each child's welfare is paramount. We act to ensure that our students enjoy the right to be protected from harm and exploitation and have their welfare safeguarded.