HK Express is Hong Kong’s first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.

Like you, and just like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region; and at HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home.  Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures.

We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding. 

Role Purpose

• Provide L1 (Level 1) helpdesk services to end users by receiving, logging, and handling IT-related incidents and service requests in a timely and professional manner.
• Perform initial diagnosis and first-line resolution or escalation to appropriate support teams to resolve or fulfill end users' IT incidents and requests.
• Deliver technical support for computer applications, hardware, software, networking, telecommunication systems, and related IT infrastructure.
• Maintain accurate and up-to-date incident and service request tickets, ensuring compliance with established Service Level Agreements (SLAs).
• Follow up and coordinate with relevant internal support teams and external vendors for issue resolution and technical assistance related to corporate IT infrastructure.
• Manage relationships with external vendors providing technical support, with an emphasis on maintaining internal networks, servers, and Microsoft Office 365 environments.
• Collaborate with internal customers and IT teams to provide effective communication, user training, and support for new IT feature deployments and system upgrades.
• Review existing IT tools and processes; recommend, implement, and document improvements to optimize office IT operations and user experience.
• Conduct regular health checks and performance monitoring of IT infrastructure components to ensure stable and uninterrupted business operations.
• Assist in identifying, reporting, and responding to cybersecurity incidents in coordination with the cybersecurity team to minimize impact and recover operations.
• Provide round-the-clock (24/7) on-call support for emergency IT issues to ensure continuous business continuity and rapid incident resolution.
• Participate in creating and maintaining user guides, knowledge base articles, and standard operating procedures (SOPs) to empower users and support teams.
• Continuously update technical knowledge and stay informed about emerging technologies, tools, and IT best practices relevant to the organizational environment.
• Support IT asset management activities including hardware and software inventory tracking, deployment, and lifecycle management.

Qualifications

• Diploma, Higher Diploma, or Bachelor’s degree in computer science, Information Technology, or a related discipline.
• Minimum of 2 years of relevant work experience in IT infrastructure support or helpdesk operations.
• Solid understanding and hands-on experience with Windows operating systems, Microsoft Office 365 suite, LAN/WAN/WiFi networking, and TCP/IP protocols.
• Familiarity with IT service management tools, ticketing systems, and incident tracking is a plus.
• Strong analytical and problem-solving skills with the ability to troubleshoot technical issues effectively.
• Self-motivated, proactive, and customer-focused with a strong commitment to delivering quality service.
• Ability to work independently with minimal supervision as well as collaborate effectively with cross-functional teams and external vendors.
• Good command of written and spoken English and Chinese (Cantonese and/or Mandarin) to communicate with users at different levels across the organization.
• Good interpersonal and communication skills, capable of explaining technical concepts clearly to non-technical users.
• Willingness to provide 24/7 on-call support when required.
• Basic knowledge of cybersecurity principles and incident response is an advantage.
• Strong organizational skills with the ability to multitask and prioritize work in a fast-paced environment.

Your Future Work Life

• Fly anywhere we fly for free with your friends and family to explore the world
• Hybrid working with flexibility in workplace and working hours to foster work-life harmony
• Open office to collaborate, connect and share great ideas
• Energetic and multicultural teammates from up to 50 nationalities!
• Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T.