Incident Technician – Hongkong

Job Description:

• Responsible for resolving incidents and requests that have been escalated from Level 1.Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from the Helpdesk for application support including in-house, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work-from-home set up — Firm laptop or personal laptop + virtual machine.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call – Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications.

Experience in a similar role

5 years + of relevant experience

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to [via \ Apply Now ].