WE'RE HIRING A DESKTOP SUPPORT TECHNICIAN L3 IN HONG KONG!
Excis is a global IT support leader, driven by innovation and collaboration.
We are seeking a highly skilled and proactive Desktop Support Technician L3 to deliver advanced technical support, manage complex IT issues, and ensure a seamless end-user experience across multiple locations.
Join us for a rewarding career in a supportive, growth-oriented environment where people and performance go hand in hand.
- Client presence in 190+ countries
- 6000+ Engineers globally
- 200+ Enterprise Clients
We foster an open, friendly, and collaborative culture where individual achievements contribute to overall team success. From solving complex IT challenges to celebrating milestones, we put our people first.
What You'll Do
- Provide third-level technical support for complex hardware, software, and network-related issues, ensuring timely resolution aligned with SLAs.
- Act as the escalation point for challenging incidents from L1/L2 teams and enterprise applications.
- Perform advanced diagnostics, repairs, and upgrades, including component-level troubleshooting and vendor coordination.
- Manage Active Directory, Azure AD, and Group Policy, including account provisioning, permissions, and advanced configurations.
- Support Office 365 services (Exchange Online, Teams, SharePoint) and resolve advanced user and system issues.
- Utilize endpoint management tools (SCCM, Intune, Autopilot) for device configuration, patching, and deployment.
- Diagnose and resolve network-related issues, including DNS, DHCP, VPN, and TCP/IP connectivity.
- Lead problem analysis, RCA, and preventive measures to reduce recurring incidents.
- Create and maintain technical documentation, SOPs, and knowledge base articles.
- Provide VIP/executive support with high professionalism and responsiveness.
- Mentor L1/L2 engineers and collaborate with other IT teams to improve service delivery.
- Coordinate with vendors and third-party providers for escalations, hardware replacements, and issue resolution.
- Support on-site and remote users, including onboarding, device setup, and troubleshooting.
What You Need
- 3–5 years of experience in IT support, including escalations in corporate or enterprise environments.
- Strong expertise in Windows, macOS, iOS, and Android operating systems.
- Hands-on experience with Active Directory, Azure AD, and Office 365 administration.
- Knowledge of network fundamentals (DNS, DHCP, VPN, TCP/IP).
- Experience with endpoint management tools such as SCCM, Intune, or equivalent.
- Proven ability in advanced hardware diagnostics and warranty repairs (HP, Dell, Lenovo).
- Familiarity with ITSM tools (ServiceNow, Remedy, Jira, etc.) and ITIL processes.
- Understanding of security best practices, including antivirus tools, encryption (BitLocker), and endpoint protection.
- Relevant certifications such as CompTIA A+, ITIL, or Microsoft certifications preferred.
- Excellent problem-solving, analytical, and multitasking skills.
- Strong communication and customer service skills, with fluency in English.
Why Join Us
At Excis, your work has a direct impact. You'll be part of a dynamic and hands-on team where your technical expertise drives user satisfaction and operational success.
We Offer
A collaborative and supportive work environment
Opportunities for continuous learning and career growth
Exposure to diverse technologies and global clients
