IT Support Services
IT Support Hong Kong
Reliable IT support for businesses in Hong Kong, China and APAC
PTS provides structured IT support in Hong Kong, combining a responsive helpdesk with on-site engineers when hands-on support is required. We resolve day-to-day user issues, network faults and outages with clear ownership and predictable service delivery.
Whether you need fully managed IT support or extra cover for an internal team, we deliver a practical service that reduces repeat issues, improves stability, and keeps users productive.
Remote IT Support and Helpdesk
Responsive IT support in Hong Kong for everyday user issues, Microsoft 365 problems, VPN access, and common business applications. See our Support Packages.
Onsite IT Support (Hong Kong)
Hands-on support across Hong Kong Island, Kowloon and the New Territories for incidents that cannot be resolved remotely, including hardware faults, Wi-Fi issues and urgent outages.
Monitoring and Patching
Ongoing monitoring, patching and preventative maintenance for networks, servers and endpoints to reduce incidents and improve stability as part of structured IT support delivery.
Microsoft 365 Support
Support for Outlook, Teams, SharePoint and OneDrive, including user access, permissions and troubleshooting. See our Cloud & Microsoft 365 Support.
IT SUPPORT FOR BUSINESSES
Key IT Support Services
Remote IT Support & Helpdesk
Day-to-day IT support in Hong Kong delivered by a responsive helpdesk. We resolve user and system issues quickly, keep communication clear, and ensure every request is tracked from start to finish.
- Common IT support issues resolved
Outlook and email issues, Teams and Zoom call problems, VPN failures, slow laptops, printer faults, and account lockouts. - Fast acknowledgement and triage
Incidents are categorised, prioritised, and escalated properly so critical issues move first. - Support across core business platforms
Microsoft 365, Windows, macOS, identity and access, endpoint security tools, and standard business applications. - Clear ticket visibility and reporting
Every request is logged, tracked, and reported to highlight recurring issues and improvement opportunities. - Service hours that match how you work
Office-hours coverage or extended support packages depending on your operating hours and user profile.
Onsite IT Support (Hong Kong)
When a hands-on fix is required, our engineers provide onsite IT support across Hong Kong, including Hong Kong Island, Kowloon, and the New Territories. Ideal for hardware issues, office changes, and urgent outages.
- Rapid onsite response
Planned visits and urgent call-outs for incidents that cannot be resolved remotely. - Typical onsite scenarios
Hardware replacement, Wi-Fi faults, cabling and desk moves, network outages, meeting room connectivity issues, and new device deployments. - User and device support
Hands-on troubleshooting for laptops, desktops, docks, monitors, printers, and peripherals. - Planned maintenance windows
Scheduled patching, upgrades, refresh work, and remediation with minimal disruption to your teams. - Hybrid support model
Remote helpdesk backed by onsite engineers when physical intervention is needed.
SLA-Based IT Support Services
Predictable IT support services with defined response times, escalation paths, and measurable outcomes. Designed for businesses that need accountability, consistent performance, and clear expectations.
- Defined response times
Agreed service levels for critical, high, and standard incidents, aligned to business impact. - Clear escalation and ownership
Structured escalation ensures the right engineer engages quickly and issues do not stall. - Incident and problem management
We fix the immediate issue, then address root causes to reduce repeat failures over time. - Monthly service reporting
Visibility into ticket volumes, recurring issues, response performance, and recommended improvements. - Support that scales
Packages can be adjusted as headcount, sites, or operational hours change.
If you need IT, PTS can do IT
What our IT Support covers
This is the practical scope of our IT support in Hong Kong. If it affects users, devices, connectivity, or core systems, we support it.
Remote IT Support & Helpdesk
Day-to-day user support for email, Microsoft 365, VPN, collaboration tools, and common business applications. Tickets are logged, tracked, and resolved with clear communication throughout. See our Support Packages.
Onsite IT Support (Hong Kong)
Hands-on support when remote troubleshooting is not enough, including hardware faults, desk moves, Wi-Fi issues, and urgent outages. Coverage across Hong Kong Island, Kowloon, and the New Territories. See our Support Packages.
Microsoft 365 Support
Support for Outlook, Teams, SharePoint, OneDrive, permissions, user access, and day-to-day administration. Practical fixes first, then recommendations to prevent repeat issues. See Cloud & Microsoft 365 Support.
Network & Wi-Fi Support
Support for LAN, Wi-Fi, firewalls and VPNs, including troubleshooting, performance tuning, and stability improvements. Ideal when users report dropouts, slow connectivity, or poor call quality. See Wi-Fi Services.
Monitoring & Patching
Proactive monitoring, patching, and preventative maintenance for servers and core infrastructure to reduce incidents and improve stability. This is part of reliable, long-term support delivery. See Support Packages.
Security Support
Operational security support including endpoint protection, email security, vulnerability hygiene, and incident response assistance when something goes wrong. See our Cybersecurity services.
Looking for broader lifecycle work such as projects and migrations? See Technology Consultancy & Project Management.
IT Support FAQs
What is included in IT support?
Our IT support covers day-to-day user issues, helpdesk support, Microsoft 365 troubleshooting, network and Wi-Fi faults, device support, and incident resolution. Support can be delivered remotely or onsite depending on the issue and your service agreement.
Do you provide onsite IT support in Hong Kong?
Yes. We provide onsite IT support across Hong Kong Island, Kowloon, and the New Territories when hands-on assistance is required, including hardware failures, connectivity issues, office moves, and urgent outages.
What response times do you offer?
Response times are defined within your support agreement and aligned to business impact. Critical incidents are prioritised and escalated immediately, while standard issues are handled within agreed service levels.
Is your IT support suitable for small and mid-sized businesses?
Yes. Our IT support services are designed for small and mid-sized businesses that need reliable, structured support without the overhead of a large internal IT team. Packages scale as your business grows.
Do you support Microsoft 365 and cloud platforms?
We provide ongoing IT support for Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and user access management, as well as support for hybrid and cloud environments where required.
How do users raise IT support requests?
Users can raise IT support requests via our helpdesk using email or ticketing tools. All requests are logged, tracked, and managed through a structured process to ensure accountability and visibility.
Contact us.
Send us a message or alternatively use the chat feature in the bottom right of your screen
Our Clients
Cloud Services Company
Comprehensive infrastructure design for a new office space in a premium Shanghai building for a global cloud services leader.Premier League Football Team
Full infrastructure design, procurement and installation management for regional offices, with ongoing IT managed services support.Global Financial Services Company
Infrastructure consultancy, design, and project management for new premium office spaces for a top financial services firm.Groceries and Merchandising
24/7 Helpdesk to provide comprehensive support for the infrastructure and networks in regional offices.ISO Certifications
At PTS Hong Kong we are always striving for ever greater delivery efficiency, security and process management. This focus on quality translates into outstanding services delivered to our clients. We take service management seriously, it is this operational excellence which gives you, the client, confidence that your technology will deliver when you need it the most.
Because of this relentless pursuit of service management efficiency, we at PTS Hong Kong have recently been awarded the ISO 20000-1 (IT Service Management) globally recognised certification. PTS is now also certified in ISO 27001 (Information Security). We operate on the basis of continual service improvement, we can always do more, do better and improve the services that we offer our clients.
International School
Server, storage, networks, and on-site IT support management, with complex infrastructure and Wi-Fi rebuild projects for a prestigious school.
Asset Management Company
Regional projects in cabling, infrastructure, data centers, and networks, along with IT and FM managed support services across APAC.
