Technical Support Engineer

Flow Traders are looking for a highly skilled Technical Support Engineer to join our growing Technology team in Hong Kong. This role focused first and foremost on the desktop and workstation experience - supporting our traders business users and wider APAC office underpinned by the Windows infrastructure that keeps the environment running. This is a unique opportunity to join a leading proprietary trading firm with an entrepreneurial and innovative culture at the heart of its business. We value quick-witted creative minds and challenge them to make full use of their capacities. If you aim high the sky is the limit!

What You Will Do / Key Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via phone email chat or ticketing system
• Provide first line support for all Windows Application related issues
• Take ownership of user issues from initial request through to resolution
• Log prioritize categorize and update incidents problems and service requests
• Perform remote and on-site troubleshooting using diagnostic techniques
• Set up and configure user workstations desks and office equipment (PCs monitors peripherals printers AV systems)
• Run and terminate cables for new network and hardware installations
• Troubleshoot hardware operating systems applications and office infrastructure (printers TVs security devices)
• Manage user onboarding/offboarding including desk setups and access provisioning
• Monitor Windows systems servers Omnissa VDI and enterprise applications proactively
• Provision and assign Linux and Windows Virtual Machines
• Omnissa Horizon Admin console to assign Windows and Linux VDIs to users
• Escalate unresolved issues to appropriate IT teams or third-party vendors
• Maintain inventory and ensure storerooms are organized
• Create and update knowledge base articles and standard operating procedures
• Document best practices and contribute to continuous improvement initiatives
• Collect and relay user feedback and support trends to relevant internal teams acting as an early signal to platform owners and senior engineers on recurring issues and improvement opportunities.
• Collaborate with senior team members and participate in training across infrastructure domains (networking servers cloud HVAC AV systems)
• Continuously improve IT support services especially for business-critical teams such as Trading

What You Need to Succeed

• 3 years of relevant experience in desktop/workstation engineering and end-user support in a trading financial services or other low-latency environment
• Bachelor Degree in IT Computer Science or relevant
• Hands-on experience with computer hardware peripherals and workstation setup
• Strong problem-solving and analytical skills to diagnose hardware and software issues
• Good understanding of Windows environments and Microsoft technologies (e.g. Active Directory Exchange MDM tools)
• Self-motivated structured and proactive attitude
• Strong communication skills and customer-focused mindset
• Ability to work under pressure and meet SLA targets
• Basic knowledge of networking concepts (firewalls routing)
• Familiarity with ITIL or service management principles is a plus
• Experience with helpdesk tools (e.g. Jira Confluence) is a plus
• Willing to travel occasionally

Nice to Have:

• Experience with cloud technologies (Azure Intune) and Microsoft Office suite (Excel Outlook)
• Exposure to Linux systems and networking
• Experience with Mobile Device Management solutions
• Interest in infrastructure domains such as servers networking VDI and virtualization

Flow Traders does not accept unsolicited resumes from any professional staffing or search firms. All resumes and any other information identifying potential candidates submitted to any employee at Flow Traders via-email the Internet or directly without a valid and signed search agreement will be deemed free to contact by Flow Traders without any restrictions and no placement fee of any kind will be paid in the event the candidate is hired by Flow Traders.