What Jobs are available for User Support in Hong Kong?

MISSION

The job holder ensures smooth daily operations in ourHong Kong office by delivering responsive, high-quality technical support to all users. They leverage strong expertise in Office 365 and trading applications to maintain system reliability and performance. Working closely with global IT teams, the job holder efficiently resolves issues, manages user onboarding, and maintains clear technical documentation. Through their proactive approach and collaboration, they contribute to a secure, efficient, and high-performing technology environment that supports business success.

Key Responsibilities

• End User Support: Provide first and second-line support for staff in the Hong Kong office, troubleshooting hardware, software, and network issues.
• Office 365 Expertise: Support and administer Office 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Trading Application Support: Assist with installation, configuration, and troubleshooting of trading applications used by front-office teams.
• Incident & Service Management: Respond to and resolve incidents and service requests in line with agreed SLAs, escalating to global IT teams where appropriate.
• Hardware Management: Set up, configure, and maintain laptops, desktops, mobile devices, printers, and other peripherals.
• User Onboarding/Offboarding: Manage account creation, permissions, and system access for new hires and leavers.
• Collaboration: Work closely with global IT and infrastructure teams to ensure consistent support standards and system reliability.
• Documentation: Maintain clear and up-to-date technical documentation, FAQs, and user guides for common support scenarios

Required Education And Experience

• Minimum 3 years in IT support, preferably within financial services or trading environments.
• Strong knowledge of Microsoft Office 365 suite and related administration.
• Familiarity with Windows desktop environments, Entra ID, and remote access tools.
• Experience supporting trading applications is highly desirable.

Qualifications, Skills And Experience

• Strong troubleshooting, diagnostic, and root cause analysis skills.
• Excellent interpersonal and communication skills, with the ability to support users at all levels of the business.
• Service orientation
• Ability to work under pressure
• Fluent in English; Cantonese or Mandarin is a plus.
• Microsoft 365 Certified, ITIL Foundation, or equivalent.
• Hong Kong national or holder of a valid work permit in Hong Kong.

• Supervise a team of 8-12 End User Support Analysts and Technicians.
• Conduct performance reviews and staff development activities.
• Manage work schedules and ensure adequate coverage.
• Oversee incident and service request queues using ITSM tools.
• Ensure compliance with SLAs and prepare service desk metrics.
• Provide technical support for hardware/software and network issues.
• Develop and maintain standard operating procedures (SOPs).
• Coordinate with vendors and liaise with business units on service delivery.

• Bachelor's degree in Computer Science, IT, or related field; or equivalent experience.
• 7+ years in IT support services with 3+ years in a supervisory role.
• Preferred experience in financial services or regulated environments.
• Expert knowledge of Microsoft Windows and Office 365.
• Strong understanding of networking concepts and ITSM systems (ServiceNow).
• Familiarity with virtualization technologies and mobile device management.
• Excellent leadership and communication skills in English and Cantonese.
• Strong problem-solving abilities and customer service orientation.

Key Responsibilities

• Lead and manage a team of 8–12 End User Support Analysts and Technicians, ensuring high performance and service quality.
• Conduct regular performance evaluations and implement staff development initiatives.
• Oversee scheduling to maintain optimal coverage across support operations.
• Monitor and manage incident and service request queues using ITSM platforms such as ServiceNow.
• Ensure adherence to Service Level Agreements (SLAs) and produce detailed service desk performance reports.
• Provide hands-on technical support for hardware, software, and network-related issues.
• Develop, document, and maintain Standard Operating Procedures (SOPs) for support processes.
• Coordinate with external vendors and internal business units to ensure seamless service delivery.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent experience also considered.
• Minimum 7 years of experience in IT support services, including at least 3 years in a supervisory or team lead role.
• Experience in financial services or other regulated industries is preferred.
• Advanced proficiency in Microsoft Windows environments and Office 365 applications.
• Solid understanding of networking principles and ITSM systems, particularly ServiceNow.
• Familiarity with virtualization platforms and mobile device management solutions.
• Strong leadership capabilities with excellent communication skills in both English and Cantonese.
• Proven problem-solving skills and a commitment to delivering exceptional customer service.

• Supervise a team of 8-12 End User Support Analysts and Technicians.
• Conduct performance reviews and staff development activities.
• Manage work schedules and ensure adequate coverage.
• Oversee incident and service request queues using ITSM tools.
• Ensure compliance with SLAs and prepare service desk metrics.
• Provide technical support for hardware/software and network issues.
• Develop and maintain standard operating procedures (SOPs).
• Coordinate with vendors and liaise with business units on service delivery.

• Bachelor's degree in Computer Science, IT, or related field; or equivalent experience.
• 7+ years in IT support services with 3+ years in a supervisory role.
• Preferred experience in financial services or regulated environments.
• Expert knowledge of Microsoft Windows and Office 365.
• Strong understanding of networking concepts and ITSM systems (ServiceNow).
• Familiarity with virtualization technologies and mobile device management.
• Excellent leadership and communication skills in English and Cantonese.
• Strong problem-solving abilities and customer service orientation.

Company description:

The Hong Kong Jockey Club

Job description:

Who are we?

We are the IT Division of HKJC, a vibrant community of over 1,500 dedicated professionals working collaboratively across Hong Kong and Shenzhen.

Our team is a diverse mix of individuals from various backgrounds, from all across the world. We embrace our humanity, recognizing that each of us brings unique strengths and perspectives. This diversity not only enriches our work environment but also drives our innovation and creativity as we strive to achieve our collective goals.

What do we do?

We design, build, and operate the technology that powers the Club. Our primary focus is on delivering the service that supports our hospitality, racing and wagering operations, to ensure that our customers and members enjoy exceptional experiences.

We also deliver the changes necessary to drive business growth through new products and services. And, we are committed to safeguarding the Club by protecting it from external threats, providing a secure and resilient technological environment.

The Department

The IT Infrastructure and Platform Operations Department is responsible for the design, implementation, and management of the infrastructure that supports the Club's IT systems, and leads the Service Management capabilities that ensure the smooth running of these systems.

This department ensures that all technological resources operate efficiently and effectively to support business objectives. Key responsibilities include:

• Design and operate processes and controls that ensure IT service availability, performance, and resilience are aligned with business expectations.
• Manage the 24x7 IT Operations Centre.
• Manage the Club's exploitation of the public cloud.
• Manage the complete lifecycle of the Club's IT network and the technology within our data centres.
• Provide the roadmaps, standards, and capabilities that enable our IT infrastructure to remain current (eligible for vendor support) and secure (patched and remediated against CVEs).
• Provide the Club's colleague collaboration technology suite, including desktop and laptop computers, mobile devices, collaboration tools, carrier contracts, and associated support functions.

The Job

You will:

• Manage and work with the End User Support (EUS) services vendor to ensure all services are delivered within the SLA.
• Provide high-priority IT services and proactive technical support to the senior executives and their assistants.
• Manage, develop and deploy desktop solutions, workplace technologies and mobility solutions to meet business needs and IT workplace roadmap.
• Provide technical support to End User systems and tools, desktop applications, platforms, Remote Access and Mobility solutions, etc.
• Coordinate and collaborate with vendors and club suppliers to support events & meetings. This includes pre-meeting site visit, setup and equipment checks, as well as providing technical assistance during the meeting.
• Manage projects within its planned scope, schedule and budget, while serving as a liaison for the project's technical, functional and non-functional teams.
• Coordinate and collaborate with different club parties and suppliers to ensure projects are delivered smoothly and achieve the expected result.
• Coordinate administration, provision and vendor management of the Enterprise printing solution.
• Manage workflow on End User procurement, including order fulfilment, inventory control and tendering.
• Align personal development plan with business objectives and embrace the transformation to move the team/department forward.

About You

You should have:

• University degree in Computer Science, IT or relevant disciplines
• Minimum 4 - 8 years' experience in technical support, administration and implementation in related technologies.
• Minimum 4 years' relevant project management experience gained in a medium to large enterprise
• Ability to multitask between daily tasks and ad hoc project work
• Excellent interpersonal and influencing skills, able to work well with different levels of internal users and external service providers and suppliers
• Effective writing skills to document and present technical issues, prepare projects and resolve reports
• Solid domain knowledge with one or more of the following: Windows 11, MS Office, Exchange, JAMF, macOS, Active Directory, SharePoint, Microsoft 365 with Azure Multi-tenant setup, etc
• Certifications in Project Management (PMP), ITIL preferred

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

How to Apply

Please send your resume, complete with expected salary and job reference by clicking the Apply Now button or to:

Fax:

Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.

Job Responsibilities:

•Provide Onsite Technical Support for Clients on All IT-related issue. (Networking, Server and Desktop etc.)

•Resolve and Answer queries on technical issues for Hardware /Software /Network /Telecommunications Systems by Phone or Email.

•Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities

•Follow documented processes and escalate issues as needed.

•Oversee the daily performance of computer systems.

•Assist with hardware and software upgrades.

•Manage of end user accounts, permissions, and access rights.

Requirements:

•Minimum 2 years' experience in system support and network support service

•Working knowledge of support Microsoft Windows, Apple / Mac, and handheld devices such as- tablets / smartphones

•Support experience with Microsoft Office and web Application.

•Strong English written and oral communication skills and able to present ideas in a good manner

•Keen attention to details

•Strong analytical skills and problem-solving abilities

•Ability to effectively prioritize and execute tasks in a high-pressure environment

•Able to work independently and under pressure

•Good Team player with Highly self-motivated, multi-task oriented

•Strong customer service orientation

Join a leading financial services firm as a Senior End-User Support Engineer. This hands-on role combines technical expertise with strategic oversight, making you the primary resource for critical infrastructure, cloud platforms, and high-stakes trading environment support.

Key Responsibilities:

• Provide L2/L3 support for critical incidents and participate in on-call rotations.
• Oversee Microsoft 365 (Entra ID, Intune, Exchange Online), VMware vCenter, and on-premise AD/DFS.
• Manage PRTG monitoring, patch management, and backup solutions, focusing on continuous improvement.
• Serve as the first point of contact for trading applications like Bloomberg, Refinitiv Eikon, and IPC Turrets.
• Take ownership of improving ticketing, documentation, and control structures.
• Drive technology projects from conception to rollout.
• Champion security initiatives, including vulnerability patching and access control.
• Develop strong partnerships with traders in Hong Kong through effective support.
• Act as the primary technology partner for local senior management, providing clear and strategic updates.
• Facilitate communication between global and regional tech teams, ensuring alignment and managing multiple priorities.
• Ensure high-quality service delivery through effective vendor relationships.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 7+ years of proven experience in a senior hands-on engineering role within a financial services or high-frequency trading environment.
• Deep, practical expertise in:
• Microsoft Ecosystem:
  Windows 10/11, Server, Domain Infrastructure, and especially Microsoft 365 Admin Center, Entra ID (Azure AD), Intune, and Exchange Online.
• Virtualization & Cloud:
  VMware vCenter, Azure Virtual Desktop, or similar cloud VDI solutions.
• Monitoring & Operations:
  Experience with monitoring tools like PRTG and managing incident response SLAs.
• Core Infrastructure:
  Networking fundamentals, security patching, backup methodologies, and scripting (e.g., PowerShell) for automation.
• Proven experience supporting trading floor technologies (e.g., IPC, Bloomberg, Refinitiv).
• Ability to identify and solve problems before they escalate.
• Exceptional problem-solving and analytical abilities under high-pressure conditions.
• Experience with improving IT processes, writing documentation, and creating clarity from ambiguity.
• Ability to engage effectively with traders, senior management, and global tech leads.
• Knowledge of IT security frameworks, risk management, and compliance.

The Sell

• A competitive compensation and benefits package designed to attract top talent.
• A central role in a critical hub for a leading global firm.
• The opportunity to work with a broad range of cutting-edge technologies that have a tangible impact.

• Minimum of 2 years' experience in end-user technical support
• Proven background in IT support or a related technical field
• Strong analytical and communication abilities
• Solid understanding of operating systems, Microsoft Teams Phone, software applications, and hardware components
• Hands-on experience with meeting and conference room technologies, such as Microsoft Teams Room
• Familiarity with help desk ticketing systems
• Ability to deliver effective technical assistance to both internal users and external clients
• Sound knowledge of IT networking fundamentals
• Excellent interpersonal and communication skills
• Willingness to work outside regular office hours, including weekends and public holidays
• Able to work independently

• Troubleshoot and resolve hardware and software issues
• Run system update
• Maintain accurate records in equipment inventory and rack management systems
• Conduct user training sessions on software tools and applications
• Keep system documentation up to date
• Escalate complex issues to higher-level support teams as needed
• Adhere to established procedures, instructions, and checklists to ensure quality service delivery
• Handle client requests and ad-hoc tasks efficiently and promptly
• Perform other duties as assigned by supervisors