The Tsui Group

Support Engineer

• Troubleshoot, coordinate, and resolve systems- or hardware-related incidents.
• Perform initial analysis, diagnosis, and troubleshooting of events.
• Communicate and resolve reported production outages/incidents expeditiously.
• Manage staff onboarding and offboarding processes.
• Provide helpdesk support across IT functions for the Airport Development Group.
• Answer incoming customer emails to the Help Desk.
• Diagnose and troubleshoot system issues using established procedures.
• Analyze, determine, and document production outages/incidents.
• Determine incident severity, impact, and nature; escalate as needed.
• Submit service and application request tickets in Freshdesk, IT Service-Now, and related tracking applications.
• Complete onboarding and offboarding functions for mobilized or demobilized staff.
• Perform hardware and software installations.
• Oversee staff deployments and relocations throughout the airport footprint.
• Provide IT support at Division-wide sponsored events.
• Train new department staff and provide computer orientation.
• Troubleshoot PC hardware, LAN/WAN, wireless networks, VPNs, and network connectivity.
• Install, configure, administer, and maintain Windows 10/11, including security patches, system updates, and drivers.
• Deploy, troubleshoot, and support Microsoft Office and Microsoft 365, including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams.

Explore IT Technical Support I at The Tsui Group. Review requirements and application details.