General Responsibilities include: * Delivering a client focused service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication, in both a trading and non-trading environment. * Hold customer training and education sessions on new technology products and initiatives. * Provide general technology support via a walk-up desk and build relationships with your clients * Ownership of technology problems or requests until satisfactorily resolved. * Working with Shared Service Centres, Problem Management and other technology teams to deliver continual service improvement and ensure business requirements are being met. * Deliver smaller operational projects daily, such as staff moves, software deployments or hardware rollouts. * Build and deploy PCs and Laptops, including asset management tasks. * Liaising with external vendors for support or maintenance work. * Willingness to understand local IT compliance and work with the teams to ensure obligations are met, including business continuity and external exchange requirements and audit items. * Ability to work well under pressure, multi-task and work effectively with minimal supervision. * Provide regular status updates to clients, stakeholders, and management during troubleshooting efforts. * Ability to perform local communications room support and maintenance. Basic technical responsibilities: * Providing high level support of the Microsoft Windows 10 SOE, and Office 365. * Working knowledge of Microsoft Active Directory and Microsoft Exchange. * Ability to support and troubleshoot issues with technologies: including but not limited to: Windows Desktop, Networking (TCP/IP, DNS, Cabling), Remote Access Connectivity (VPN), Telephony (BT Dealing Consoles/Cisco VoIP phones/Voice Recording) and corporate iPhone and BYOD offerings. * Sound knowledge of Desktop, LAN, peripheral device installation and support is essential. * Familiarity with iPhone and iPad client, Android, and the associated management software. * Ability to acquire knowledge of business applications to increase career development. * Familiar with Data Centre technologies and processes. * After hours/weekend support may be required. This may include but not limited to activities such as power downs, business continuity testing, software releases, floor moves. * Basic understanding of Market Data applications such as Bloomberg, Reuters, EBS, Factset. * Excellent analytical, problem solving, interpersonal, and communication skills. Qualifications and Experience: * Experience working within an investment bank or financial services sector, highly desirable but not essential. * ITIL certified or at least a working knowledge. * Experience collaborating with offshore, global support teams. * Ticket capturing and time logging. * Fluent in English and Cantonese both verbal and written. Mandarin is highly desirable but not essential.
