IT Operations Support Specialist- Middle East

IT Operations Support Specialist- Middle East
Full-time, based in Hong Kong, supporting the Middle East

Founded in Hong Kong in 2016 by the French couple Delphine Lefay and Diego Dultzin Lacoste, OnTheList is a leading premium flash sales concept in Asia and the Middle-East. OnTheList works to minimize the problem of excess stock by turning past-season inventory into sustainable opportunities. OnTheList works directly with retail brands and official distributors, turning old inventory into opportunity by providing a sustainable way for brands to sell past-season items that would have otherwise ended up in landfills, while providing the best deals and steep discounts to our OnTheList members. Since launching in Hong Kong in 2016, OnTheList has hosted over 5,200 flash sales and has built a community of over 1.3 million members across all regions. We’ve since expanded to Singapore, Australia, Malaysia, Korea, Shanghai, Beijing, Thailand, and Dubai.

Sustainability is rooted in who we are and motivates us to continue our mission. To date, we have saved over 8.2 million items from ending up in landfills. Forming OnTheLove, our CSR initiative, has allowed us to deepen our commitment to minimizing our carbon footprint while working with local organizations and hosting regular charity sales.

At OnTheList, our values guide everything we do: Family Spirit is driven by humility, fostering genuine connections with our community. Panache reflects our passion for delivering exceptional experiences, while sustainability is rooted in our commitment to creating a positive impact on the world around us. Excellence is driven by the cooperation of our teams.

This role is the dedicated IT point of contact for OnTheList’s Middle East sales events and teams. Based in Hong Kong and working closely with the APAC IT team, it combines IT support and event operations with systems setup and ongoing automation and process improvement. The role follows a hybrid schedule of three days working remotely on UAE business hours and two days in the Hong Kong office on Asia business hours.

WHAT WE WILL TRUST YOU WITH...

IT Support & Event Operations (Core Responsibility)

• Provide the sales event setup and configuration for the Middle East Market.
• Ensure reliable IT setup and support for sales events, including network, POS, devices, user access, and basic system readiness.
• Work with the APAC IT support team and prioritize L1 and L2 support requests for Middle East region.
• Ensure IT tickets are properly categorized, prioritized, assigned, and resolved according to agreed SLA.
• Escalate complex or high-impact issues to the appropriate teams and follow through until resolution.
• Ensure users receive timely support and clear step-by-step guidance, both written and verbal.
• Support urgent incident handling and ensure proper escalation according to the approved process.

Office/Store IT Infrastructure Support

• Coordinate the support and maintenance of office IT infrastructure with UAE vendors, including Wi-Fi, firewalls, VPN connectivity, network devices, and related systems.
• Work with UAE vendors to ensure offices, showrooms, and pop-up locations have stable IT infrastructure.
• Coordinate troubleshooting for office network, internet, device connectivity, and access issues.
• Work with vendors and service providers to resolve infrastructure issues.
• Maintain infrastructure documentation, including network diagrams, vendor contacts, licenses, device records, and support procedures.

IT Access Management

• Provision IT equipment and access for new joiners through approved procurement and vendor delivery, ensuring devices, accounts, and setup are ready for their start date.
• Enforce IT security policies for devices, accounts, VPN, and business applications.
• Administer MDM solutions, such as Microsoft Intune.
• Support periodic access reviews and help reduce unauthorized or excessive system access.
• Escalate security risks, suspicious activity, or access control issues to management.

IT Asset and Vendor Management

• Maintain accurate IT asset inventory, including laptops, monitors, mobile devices, POS devices, and other IT equipment.
• Track device assignment, maintenance, repair, replacement, and disposal, coordinating physical handling with UAE vendors.
• Coordinate with finance, procurement, and vendors for purchasing, payment follow-up, and renewals.
• Ensure vendors meet agreed service levels, support expectations, and delivery timelines.
• Review device usage, stock levels, vendor performance, and recommend improvements where needed.

Systems, Setup and Integration

• Set up and configure Middle East sales events end to end, including storefront, CMS, POS, and access tiers.
• Perform system configuration and integration to launch new events and onboard the market.
• Integrate systems so data flows seamlessly across Shopify, CMS, warehouse, and reporting platforms.

Automation and Continuous Improvement

• Design, build, and maintain automation scripts and internal tools that streamline product uploads, image and asset pipelines, inventory synchronisation, and data exports, reducing manual effort and error.
• Develop and maintain API integrations with Middle East business partners, including brands, warehouses, and logistics providers.
• Build Shopify function enhancements that improve the storefront and operational workflows.
• Identify recurring manual work and replace it with automated, scalable workflows that improve efficiency and data quality across the Middle East operation.

WHAT IT TAKES…

Required Experience

• 4+ years of experience in IT support, IT operations, workplace technology, or infrastructure support.
• Experience supporting regional IT support across multiple markets. Prior Middle East market experience is a plus
• Experience follow up on the L1 support activities and classify the support levels such as L2 and P1-P4 support priorities.
• Experience with office IT infrastructure, including Wi-Fi, firewalls, VPN, and network troubleshooting.
• Experience in system configuration and integration.
• Experience managing IT procurement and hardware inventory.
• Experience with MDM solutions such as Microsoft Intune is preferred.
• Experience supporting retail, showroom, pop-up store, event, POS, Shopify, CMS, or e-commerce environments is a strong advantage.
• Experience building API integrations with external partners such as brand systems and warehouse or logistics providers.
• Experience developing automation scripts and Shopify function or app enhancements.

Required Skills

• Strong hands-on IT troubleshooting capability.
• Strong knowledge of office IT infrastructure, devices, networks, VPN, firewalls, and business applications.
• Good understanding of IT security, access control, MDM, and device compliance.
• Strong communication skills with the ability to explain technical steps clearly to users.
• Ability to work under pressure during urgent incidents or business-critical events.
• Strong documentation and process improvement mindset.
• Shopify and e-commerce data skills, including bulk product and inventory imports.
• Able to build automations and data pipelines that power reporting tools such as Redash or Power BI.
• A proactive problem-solver who identifies inefficiency and builds the fix.
• Experience with e-commerce platforms (e.g., Shopify) is a big plus.
• Good English communication skills; additional regional languages are a plus.

Process of Recruitment

1. Virtual Interview with the Asst, HR Manager- Middle East
2. Virtual Interview with the Middle East GM.
3. Final Interview with APAC Head of IT