IT infrastructure support (L1-L2, Command Centre)

We are seeking a Command Centre Engineer to provide L1-L2 support for a fast-paced command centre environment. This role will be responsible for monitoring, troubleshooting, and escalating infrastructure-related incidents to ensure stable daily operations.

Key responsibilities

• Provide L1-L2 infrastructure support for the command centre.
• Monitor alerts, alarms, and operational dashboards.
• Perform initial troubleshooting for infrastructure, connectivity, and desktop-related issues.
• Log, track, and escalate incidents in a timely and accurate manner.
• Coordinate with internal support teams and overseas counterparts for issue resolution and shift handover.
• Maintain clear documentation of incidents, actions taken, and resolution updates.
• Support daily operations in a shift-based environment, including overnight coverage if required.

Requirements

• 3-6 years of experience in IT infrastructure support, command centre support, or desktop support.
• Good understanding of L1-L2 support processes and incident escalation.
• Familiarity with Windows environments, user access issues, network connectivity, and basic infrastructure troubleshooting.
• Strong communication skills in English and Cantonese.
• Comfortable working with overseas teams and cross-functional stakeholders.

Preferred experience

• Experience supporting monitoring tools, alarms, or command centre operations.
• Exposure to servers, networks, endpoints, or workplace infrastructure.
• Experience with ticketing systems and structured incident management.
• Prior shift-based support experience in an IT operations setting.