Incident Technician – Hongkong

We are seeking a dedicated and skilled IT Support Specialist to join our team. The ideal candidate will be responsible for resolving escalated incidents and requests from Level 1 support, ensuring seamless software and infrastructure operations. This role involves troubleshooting, repairing, and maintaining a wide range of applications and systems, providing exceptional support to users, and maintaining accurate documentation..

Key Responsibilities:

• Resolve incidents and service requests escalated from Level 1 support, including software installation and configuration.

• Troubleshoot, repair, and maintain software applications and infrastructure components.

• Provide application support for in-house, third-party, and market data applications.

• Support operating system drivers, software, and firmware updates.

• Assist users with home and remote work setups, including firm laptops, personal laptops, and virtual machines.

• Create, update, and maintain comprehensive support documentation and knowledge bases.

• Collaborate with local and global support teams across multiple platforms.

• Record, track, and manage all incidents and requests using ticket management systems.

• Proactively communicate with management regarding trends, recurring issues, and potential delays.

• Participate in a rotating on-call schedule, providing after-hours and weekend support.

• Stay current with emerging technologies through ongoing training and professional development.

• Respond promptly and effectively across various communication channels such as email, Microsoft Teams, Skype, Symphony, Jive, etc.

• Demonstrate excellent communication, interpersonal, and customer service skills.

• Work efficiently under pressure and meet tight deadlines.

• Maintain a technical understanding of a broad range of applications, both in-house and third-party.

Qualifications:

• Previous experience in IT support, preferably at Level 2 or escalation support.

• Strong knowledge of operating systems, software applications, and hardware troubleshooting.

• Experience with help desks and ticket management systems.

• Familiarity with remote support tools and virtual machine environments.

• Excellent problem-solving skills and attention to detail.

• Strong communication and interpersonal skills.

• Ability to work under pressure and handle multiple priorities.

• Willingness to participate in after-hours support on a rotational basis.

Preferred Skills:

• Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar.

• Experience supporting remote and hybrid work environments.

• Knowledge of market data platforms and financial industry applications is a plus.

Experience in a similar role

5 years + of relevant experience