IT Systems Engineer

What we will offer:

We will offer you a place where you can be yourself and where there are no limits on what you can achieve. With us, you can take ownership of your career and have honest conversations throughout. You would join an ambitious firm with a clear strategy for profitable growth where you can get early responsibility and early involvement in growing the business. Here you can expect a competitive and fair reward as well as recognition based on all round performance. This forms part of our internal promise to you, The Deal, between the firm and its employees.

Team structure

The I.T. Systems Engineer ("ITSE") joins our I.T. team to provide a best-in-class service delivery and problem resolution support to our users both in the Hong Kong office, as well as across our other Asia offices.  As an ITSE within the firm, you will be involved in firm wide I.T. and infrastructure projects, working collaboratively with the teams in Europe and in Asia to improve our technical platforms and implement systems to help drive the firm forwards.

Main responsibilities

Your duties will encompass all aspects of support work for the Information Technology team and on occasions you may have to help other teams as per the requirements of the firm.  Your key responsibilities are, including but not limited to: -

• Be our first point of contact for onsite support.
• Provide remote and desk-side support in-line with the needs of the end-user.
• Manage tickets in a timely manner, escalating where required between 1st and 3rd line teams.
• Take ownership and responsibility for tickets within the Service Management platform.
• Use judgement to resolve issues or delegate more technical and/or complex tasks to members of the 3rd Line Team, as appropriate.
• Provide regular updates and communicate the progress of tickets to the end user.
• Building and configuring equipment, laptops, phones etc. for new joiners.
• Work effectively and efficiently alongside other IT System Engineers to provide operational, and technical support for the Firm.
• Identify and report to the IT Service Manager, Asia patterns or trends of calls as a form of Problem or Major Incident Management.
• Liaise with the rest of the ITSE team and wider IT department to resolve and follow up on issues, escalating urgent/difficult or large impacting calls to the IT Service Manager.
• Escalate tickets to third-party vendors as a means of troubleshooting, where applicable
• Create and maintain knowledge base articles for technical troubleshooting.
• Providing suggested improvements to the Change & Adoption Team with regards to the user guidance material.
• Provide on-site event support, such as setting up video conferences, and supporting events as required by the Firm.
• Maintaining an inventory of IT equipment such as Laptops, iPhones, Peripherals etc. and forward planning with the IT Service Manager to maintain a stock level.
• Assist with ad hoc projects, as required by the needs of the team.

Attributes / skills required

Technical:

Experience in supporting:

• Windows 10, Windows 11 and Office 365.
• Mobile devices using an MDM solution, Intune and SCCM.
• Legal applications such as iManage, Aderant etc.
• Citrix and VPN solutions.
• PC, laptop, printer, basic-network troubleshooting.

Experience of using:

• ServiceNow (or similar).
• Ivanti Endpoint Security and Microsoft Endpoint Manager – Intune and SCCM.
• Azure and Intune.
• Excellent knowledge of Microsoft Office applications, Microsoft Exchange & Active Directory.
• iManage Work 10 experience – client-side troubleshooting, "How do I’s?", and awareness of import and exporting data.
• AV set-ups, Microsoft Teams and Zoom.

Attributes:

• Positive work attitude, professional in your approach and flexibility to meet conflicting demands and deadlines of the business
• Ability to demonstrate discretion and confidentiality in your work.
• Aptitude for problem-solving and documenting solutions.
• Strong organisational skills and ability to work under pressure.
• Team oriented, with the ability to prioritise workload
• Excellent interpersonal skills with the ability to develop and maintain good working relationships.

• Strong communication skills and stakeholder management, with the ability to be able to communicate clearly and effectively with both end users, fellow team members and senior management.