HK - Desktop Support Engineer

Job Description

We are seeking a dedicated and experienced individual to join our team as a Desktop Support Engineer. The successful candidate will be responsible for providing technical support to the IT operations, ensuring the smooth running of our systems and applications, aiming to resolve all desktop issues whilst delivering world-class customer satisfaction.

Desktop Support:

• Install, upgrade, support and L1 troubleshoot Windows 10, 11, and Microsoft Office 365 & Mobile App, Power App and any other authorised desktop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment
• Designing and installing computer networks, connections, and cabling
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
• When the restoration is beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
• Develop trends by monitoring and analysing incoming calls, problems and support requests

Operational:

• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
• Use tools and methodologies to load, copy and customize operating system configurations for deployment
• Responsible for tracking hardware and software inventory
• Familiarize end users on basic software, hardware and peripheral device operation
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Works with other IT team members regarding new branch builds and upgrades
• Dealing with queries by following departmental procedures for fault resolution
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
• Arranges for and/or prepares equipment for shipping/receiving
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Experience/Knowledge & Skills:

• Working technical knowledge of current protocols, operating systems and standards
• Ability to operate tools, components and peripheral accessories
• Microsoft Desktop Support Technician an advantage
• Software and Hardware Troubleshooting
• Windows 7/10/11
• Microsoft Office 2016 / M365 support
• Experience on maintain a computer based equipment and cable management system. Installing data and voice cable system for business
• Knowledge of all software applications used within the organisation
• Basic knowledge of various asset classes (Equities, FX, and Fixed Income)
• Understanding of market data systems such as Bloomberg or Refinitiv, AFE
• Knowledge in PowerShell scripting
• Knowledge of FIX and TCP/IP are advantageous but not required
• Experience in TIBCO or any middleware is preferred
• Experience of mobile app support iOS or Android
• Experience on ITSM ticketing system i.e. ServiceNOW, Jira, Freshservice
• Capture and input of daily activity
• Follow up of operational issues on DPS
• Monitoring and resolving trade exceptions from the various system flows
• Life cycle event management, system reconciliations, EOD risk

Requirements:

• Strong customer service and support skills
• Able to deal with executives and can understand their requirements
• Attention to detail
• Strong English communication skills