HK - Hardware Managed Services (HMS) Engineer

Job Description

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