IT Support Specialist - FARFETCH

Hong Kong, Hong Kong
26 Oct 2021
25 Feb 2022
Full Time

The IT Support Specialist supports the Shanghai, Japan and HK offices (approx. 150 users in total at the moment and growing) with IT-related issues, providing responsive 1st and 2nd line desktop support, maintenance/troubleshooting of all systems.


    • You'll manage all aspect of IT support services including laptops running Windows 10 and Apple Mac OS X, Windows Server 2012 R2, Meraki Access points and Cisco Network Switches
    • You'll provide server and desktop technical support both physically and remotely
    • You'll manage to ensure good working condition of all Polycom Group 500 video conferencing units and VoIP phones and all AV systems.
    • You'll install and configure software and hardware for end-users to agreed standards under the direction of the team leader
    • You'll enforce IT processes and promote JIRA ticketing system.
    • You'll support end-users in the office for all IT issues and respond to queries
    • You'll maintain the existing PCs and peripherals to standards determined by the team leader by performing upgrades, new installations and carrying out routine procedures
    • You'll support the compilation and maintenance of an accurate inventory of hardware and software
    • You'll troubleshoot and diagnose hardware/software faults and solve technical and applications problems
    • You'll provide information to users on the progress of outstanding support calls
    • You'll help ensure that the software helpdesks are updated and messages are passed on and feedback received promptly
    • You'll work along with the Tech departments ensuring content and materials are reflective and consistent with
    • You'll Support global users including New York office remotely
    • You'll work with the Portugal team to build a guide for Browns & FF
    • You'll Identify tech trends with several departments including Social media
    • You'll support users on several third-party applications with tech issues including licensed software that aren't FF developed.


    • 2+ years of experience in a IT role in a similar function
    • Knowledge of Windows networks, Windows 7/10, Office 2010 - 2016/O365, SCCM 2012, AD administration, Google Apps, Symantec Endpoint Encryption, System Centre Endpoint Protection, printers, PC and Mac devices and OS
    • Experience of network administration and troubleshooting (LANs, WANs, VPN, TCP/IP, Switches and Routers, firewall, Wi-Fi and access points)
    • Experience of MS Exchange server and email clients including outlook for Windows and Mac (2010 - 2016) and Mac Mail
    • Come up with new ideas to further improve the level of service delivered to users
    • Be task-focused, in an Agile environment
    • Trouble-shooter who can provide solutions on time and spot potential issues before they escalate
    • Proficient in internet-related applications such as Google Mail for business, FTP clients and a variety of web browsers
    • Fluent in English (writing and speaking) and Chinese


FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.${description2}

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