Contract IT Support

Location: Hong Kong
Job Type: Permanent
Posted: about 1 year ago
Contact: Alice Tong
Reference: 237522

Key Responsibilities

  • A highly motivated self-starter and team player, who operates successfully in an environment that is technically diverse and fast-paced.
  • Initiate incident tickets follow escalation protocol, and work issues to resolution.
  • Conduct initial support, classification, and prioritization activities (triage).
  • Follow crisis management procedures for high impact issues based on Business Unit Impact protocol.
  • Provide constant follow-up and communications for closure of daily incidents to impacted customer.
  • Monitor the status and progress toward resolution of all open incidents.
  • Route requests to other Support Groups when required.
  • Perform root cause analysis and remediation of issues.
  • Demonstrate great attention to detail and accuracy.
  • Participate in Disaster Recovery planning and exercises.
  • Provide operational reporting / trending of incidents.
  • Be open to, and contribute to, evolution of the role and responsibilities.
  • Communicate effectively on the phone, and in-person.
  • Produce clear and concise written communications.
  • Keep manager informed of progress in solving problems when appropriate.
  • Candidate must possess organization and prioritization skills that can be applied in a demanding customer support role.
  • Create clear and concise end-user documentation, to facilitate the seamless introduction of new technology & applications.
  • Educate and train existing customers on new applications or infrastructure that is being rolled out
  • Educate and train new starters on existing applications and infrastructure.
  • Must be available to provide daily Help Desk Support coverage for designated shift.
  • Establishes working relationships with Customer user base and other support teams across other regions

Key Skills/Experience

  • An undergraduate degree is desired, preferably in computer science or finance.
  • Experience in working for multiple locations end-user support.
  • Knowledge on desktop & network infrastructure.
  • Market data applications experience a plus, such as: Reuters, Bloomberg, Factset, etc.
  • Cloud technology (AWS, etc) knowledge/certification would be an added advantage.
  • Good to have knowledge on BT, IP phone or Cloud/Zoom phone.
  • Good to have financial application knowledge such as research and trading applications.

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