Description & Requirements
As the APAC Technology Support and Operations Team, we understand the unique needs of the APAC business and we are experts at delivering, operationalizing, and supporting Technology initiatives in the market. We are committed to providing teams with the proper tools, environments, processes, and policies they need to do their best work day-to-day, and to that end, we partner with global Technology teams to make sure that technologies in APAC are operating smoothly, safely, and securely, and contribute to a friction-free employee experience.
Reporting to the Technology Manager based in Hong Kong, you are the in-market expert for workplace technology at our SSCs. You help APAC employees get the most from their desks, meeting rooms, laptops, and core office services, and you coordinate with global Technology teams to deliver reliable, secure, and friction-free experiences. You combine strong technical troubleshooting with excellent communication and empathy. You build trusted relationships with business and Technology partners, can contribute to enterprise-level initiatives, and still roll up your sleeves for hands-on support when needed. You coach, give timely feedback, and remove obstacles to drive positive results.
- You are the Technology point-of-contact for APAC SSCs, advising global Technology teams on local needs and user expectations.
- You oversee day-to-day office technology support monitor support performance (including EHC partnerships), resolve escalations, and recommend preventative actions.
- You participate in strategy, planning, tracking, and delivery of improvements to workplace technologies (network, printing, endpoints, collaboration).
- You build strong relationships with Office Services, Facilities, and cross-functional partners to ensure a seamless in-office experience.
- You use dashboards and reporting to assess service health translate insights into prioritized improvements and business decisions.
- You support incident response in-market, helping leaders understand impact and recovery strategy for office technologies.
- You oversee deployment, maintenance, and support for core SSC technologies: meeting rooms (Zoom/Teams), printing (Papercut), desk setups/peripherals, and office WiFi.
- You contribute to design, implementation, and upgrades of workplace systems and standards in APAC, aligned to global patterns and security posture.
- You shape and implement best practices for scalability, supportability, ease of maintenance, and system performance in your market.
Qualifications:
- 2+ years in end-user support or workplace technology operations within a corporate/SSC environment.
- Proficiency diagnosing Windows and macOS, peripherals, conferencing/AV issues, and office WiFi/connectivity.
- Experience supporting collaboration technologies (Zoom Rooms and/or Microsoft Teams Rooms), Outlook/OfficeSpace room booking, and Papercut printing.
- Familiarity with ServiceNow (incidents/requests/changes), SOP/KB creation, and asset/configuration management (CMDB).
- Experience working with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and device management tools (Intune/SCCM and/or JAMF).
- Knowledge of LAN/WAN fundamentals, wireless readiness checks, and basic lowvoltage/cabling standards.
- Experience coordinating with Facilities/Office Services and onsite vendors ability to execute change windows and acceptance/hypercare.
- Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
- Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
- Communicates with honesty and kindness, and creates the space for others to do the same.
- Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
- Fosters connection by putting people first and building trusting relationships.
- Integrates fun and joy as a way of being and working, aka doesn't take themselves too seriously.
