Senior Desktop Support, Hong Kong

Who You Are:

You are a crypto-native operations professional with genuine hands-on experience in the onchain economy; you have deployed capital into onchian lending protocols, managed leveraged positions, navigated liquidation risk, and executed transactions across multiple chains. You are equally comfortable operating within an institutional custody environment as you are diligencing a new protocol and automating different workflows. You thrive in fast-moving environments, take ownership during your time zone's hours, and treat operational gaps as problems to be solved rather than escalated

What You'll Do:

• Serve as the IT Support Lead for our Hong Kong office, owning day-to-day local IT support operations and the overall end-user technology experience. This is an onsite role requiring presence in our Hong Kong office five days per week.
• Provide high-quality deskside and remote support across hardware, software, identity, access, networking, mobile devices, and enterprise applications.
• Deliver white-glove support to executive users and responsive, high-performance support to trading and other business-critical teams.
• Act as the primary local escalation point for complex support issues, taking ownership through resolution and coordinating with global IT, Security, Engineering, and Infrastructure teams when needed.
• Oversee and help develop a Level 1 / junior support engineer, providing guidance, prioritization, coaching, and quality oversight while maintaining a hands-on role yourself.
• Manage and prioritize the local support ticket queue, ensuring issues are handled with appropriate urgency, SLAs are met, and service quality remains consistently high.
• Monitor recurring issues and ticket trends, identify root causes, and drive permanent fixes, documentation, automation, or process changes rather than repeatedly treating symptoms.
• Lead local onboarding and offboarding, device provisioning, laptop and mobile device configuration, and manage the hardware lifecycle end to end, including purchasing and receiving, provisioning, inventory and asset tracking, repair and replacement, and secure wipe and disposal of retired equipment.
• Administer and support managed endpoints through MDM platforms such as Microsoft Intune and Jamf, including device enrollment, configuration, compliance, policy deployment, and troubleshooting.
• Act as a first-line responder for local security matters, including phishing reports, lost or stolen devices, suspicious activity, and account lockouts or compromises, escalating promptly to the global Security team as appropriate.
• Help maintain endpoint security and compliance standards, including EDR, disk encryption (BitLocker / FileVault), patch compliance, MFA, and support for audit or compliance requests as needed.
• Support and troubleshoot macOS, Windows, and iOS devices, including imaging, configuration, deployment, patching, and application-related issues.
• Troubleshoot network connectivity issues including TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxy behavior, and the impact of enterprise security controls on user applications.
• Own the reliability of local conference rooms and AV technology, proactively checking meeting spaces and ensuring executive and business-critical calls run without friction.
• Act as a local point of contact for IT-related vendors and service providers, including ISPs, hardware suppliers, mobile carriers, and building management where technology services are involved.
• Support Hong Kong office moves, expansions, build-outs, and other local technology initiatives, coordinating with global IT teams, Facilities, vendors, and other stakeholders as needed.
• Participate in disaster recovery and business continuity planning and testing for the Hong Kong office, including readiness for local disruptions such as typhoons, power outages, and ISP or connectivity failures.
• Support local mobile and communications requirements, including carrier management and relevant compliance tooling where applicable.
• Partner closely with global Desktop Support and Helpdesk teams to align on standards, documentation, processes, tooling, and escalation paths.
• Maintain clear local documentation, runbooks, support procedures, and knowledge articles so common issues can be resolved consistently and efficiently.
• Identify opportunities to improve support workflows and reduce repetitive work through scripting, automation, self-service, or better tooling.
• Communicate clearly with local office leadership and key stakeholders during incidents, major changes, office initiatives, and recurring problem areas.
• Participate in the global IT Support 24/7 emergency on-call rotation, including nights, weekends, and holidays, responding to critical incidents and urgent support needs by phone or remote access as required, as well as planned maintenance or project work.

What We're Looking For:

• 5+ years of experience in technical support, including significant deskside support experience in a professional, financial services, trading, or similarly high-performance environment.
• Demonstrated experience acting as a senior escalation point, local IT owner, team lead, or equivalent role with responsibility beyond individual ticket resolution.
• Proven ability to deliver white-glove support to executives and responsive support to business-critical users in fast-paced environments.
• Strong working knowledge of both macOS and Windows operating systems at an administrative level, with hands-on experience supporting iOS/mobile devices.
• Hands-on experience with MDM platforms such as Microsoft Intune and Jamf, including device management, configuration profiles, policy enforcement, compliance, and provisioning.
• Strong experience supporting Microsoft 365 environments, including Outlook, OneDrive, Teams, and related productivity tooling.
• Experience with identity and directory services, including user provisioning, group management, permissions, access control, and troubleshooting authentication-related issues.
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and how enterprise network and security tools can affect application behavior.
• Experience with hardware deployment, laptop and mobile device lifecycle management, asset tracking, and enterprise software troubleshooting.
• Experience using ITSM or ticketing platforms and working within SLA-driven support processes; able to prioritize effectively across competing requests.
• Strong ownership mindset with a track record of seeing issues through end-to-end and ensuring nothing falls through the cracks.
• Proactive approach to support: able to identify patterns, improve processes, prevent recurring issues, and raise the quality of the overall support environment.
• Excellent interpersonal, communication, and customer service skills, with the judgment and professionalism required to support executives and senior stakeholders.
• Ability to work independently, make sound decisions, and take ownership of local IT operations while remaining closely aligned with global standards and teams.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field - or equivalent practical experience.

Nice to Have: 

• Experience supporting trading floors or other low-tolerance, high-availability user populations.
• Experience mentoring, coaching, or informally managing junior IT support staff.
• Exposure to scripting or automation using PowerShell, Python, Bash, APIs, RESTful services, Git, or similar tools.
• Familiarity with enterprise SaaS platforms for communication, project management, identity, and file collaboration.
• Relevant certifications such as CompTIA A+/Network+, Microsoft, Apple, Cisco, ITIL, or similar.

What We Offer:

• Competitive base salary and discretionary bonus
• Flexible Time Off (paid)
• Hybrid Working Arrangements 
• Company-paid health and protective benefits for employees and their eligible dependents
• Free coaching and counseling sessions through Headspace
• Generous paid Parental Leave
• Free daily snacks in-office and weekly lunches 
• Opportunities to learn about the Crypto industry
• Smart, entrepreneurial, and fun colleagues
• Employee Resource Groups

*Benefits may vary depending on location.