IT jobs

Established in 1926, Hong Kong Society for the Protection of Children (HKSPC) now operates 27 services units with about 700 employees, providing care, education and development support to approximately 3,000 children daily. HKSPC is committed to ensuring the safety and well-being of our children. All applicants must be willing to undergo sexual conviction record check, background checks and child safeguarding screening.

The IT Service Specialist serves as a proactive Tier-2 support professional, providing advanced technical support and troubleshooting for escalated IT incidents and service requests from the Tier-1 outsourcing vendor. This role focuses on supporting and enhancing the organization's day-to-day IT environment to ensure the reliability, security, and efficiency of technology services, while effectively managing ITSM, achieving service levels, and addressing recurring issues through sustainable solutions in close collaboration with internal stakeholders and vendors.

Key Responsibilities:
Provide guidance to internal teams on IT Service Management processes, including incident, service request, and change management, to ensure consistent best practice adoption and continuous service improvement.

Collaborate with stakeholders to understand needs and support effective IT solutions through regular communication, service reviews, and feedback, enhancing user satisfaction and managing expectations.

Coordinate with Tier-1 support and external partners to ensure timely escalation and efficient resolution of issues.

Provide ITSM on technical and operational support for hardware, software, and operating systems, including installation, integration, upgrades, patch updates, policy updates, problem diagnosis, resolution, and preventive/remedial maintenance for all PC and endpoint computing devices/peripherals, as directed by the supervisor, to meet service level expectations.

Manage IT assets and maintain accurate records of maintenance and services performed.

Provide implementation support for IT infrastructure deployment projects.

Record, analyze, and respond to assigned helpdesk tickets.

Perform off-site duties and work extra hours when required, including on-call and after-hours support.

Enforce IT security policies and best practices during incident resolution and access management.

Ensure compliance with organizational standards, regulatory requirements, and security protocols.

Identify and mitigate security risks while maintaining proper governance in IT service delivery.

Requirement:
A relevant High diploma / associate degree in computer science, Information Technology or a related field.

At least 3 years of relevant IT support service experience, preferably in an NGO, social service, or public sector.

Strong troubleshooting of Windows desktops/laptops, printers, peripherals, and mobile devices management for iOS/Android.

Active Directory / user account management, Email, Microsoft 365 / Office Suite administration and support.

Basic networking knowledge: LAN/WAN, TCP/IP, Wi-Fi, VPN, routers, switches, firewalls.

CCTV administration, Hardware installation, configuration, and Windows server support.

Experience with ticketing systems and documentation.

Excellent communication and interpersonal skills manage end user expectations.

A strong team player with a positive, can-do attitude, proactive, and a mission-driven mindset committed to service excellence.

Immediate available is highly preferred.

Staff Benefits:
The successful candidate will enjoy a comprehensive benefits package, including

medical coverage, family-friendly leave arrangements and professional development

opportunities.

Please submit application with covering letter, full resume and expected salary to [email redacted, apply via Company website]. For more details about our organization, please view our website at www.hkspc.org.

(HKSPC is committed to ensuring the safety and well-being of our children. All applicants must be willing to undergo sexual conviction record check, background checks and child safeguarding screening)

(All information provided will be held in strict confidence and only be used for recruitment related purpose)

Full-time