Hardware Managed Services (HMS) Senior Engineer

Desktop Support:

• Install, upgrade, support and troubleshoot Windows 10, 11, and Microsoft Office 365, Power App and any other authorised desktop applications

• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment

• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment

• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment

• Customize desktop hardware to meet user specifications and site standards

• Performs work in compliance within specified warranty requirements

• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels

• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network

• When the restoration is beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member

• Develop trends by monitoring and analysing incoming calls, problems and support requests

Operational:

• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator

• Provide user data and application recovery

• Use tools and methodologies to load, copy and customize operating system configurations for deployment

• Responsible for tracking hardware and software inventory

• Familiarize end users on basic software, hardware and peripheral device operation

• Works with vendor support contacts to resolve technical issues within the desktop environment

• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

• Works with other IT team members regarding new branch builds and upgrades

• Dealing with queries by following departmental procedures for fault resolution

• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines

• Arranges for and/or prepares equipment for shipping/receiving

• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

• Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas

• Maintain adequate knowledge of operating systems and application software used to provide a high level of support

• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Media Services AV:

• Guarantee the support, management, integrity and quality of the Video and Audio Conferencing infrastructure

• Responsible for proactive monitoring and control of the Video Conference environment, and Incident Management of any issues

• Asset Management of Media Services equipment

• Direct Escalation of issues related to CISCO and Tandberg Infrastructure in the Media Services Estate to CISCO online portal

• Provide in-room white glove services to VIP clients and on standby support to VVIP clients

• Support clients via Remote Video Concierge Support

Experience/Knowledge & Skills:

• Working technical knowledge of current protocols, operating systems and standards

• Ability to operate tools, components and peripheral accessories

• Microsoft Desktop Support Technician an advantage

• Software and Hardware Troubleshooting

• Windows 7/10/11

• Microsoft Office 2016 / M365 support

• VERITAS Enterprise Backup Software

• Working knowledge of SMS, AD, Exchange Server and remote control tools

• Knowledge of all software applications used within the organisation

• Good understanding of various asset classes (Equities, FX, and Fixed Income)

• Understanding of market data systems such as Bloomberg or Refinitiv, AFE

• Able to navigate in Unix and Windows proficiently, experience in reading logs generated by systems processes and in performing level 1 and level 2 troubleshooting

• Knowledge in Unix shell or PowerShell scripting

• Knowledge of FIX and TCP/IP are advantageous but not required. Experience in TIBCO or any middleware is preferred

• Experience of mobile app support iOS or Android

• Experience on ITSM ticketing system i.e. ServiceNOW, Jira, Freshservice

• Capture and input of daily activity

• Follow up of operational issues on DPS

• Monitoring and resolving trade exceptions from the various system flows

• Life cycle event management, system reconciliations, EOD risk

• Experience in supporting Financial Institutions

Requirements:

• Strong customer service and support skills

• Able to deal with executives and can understand their requirements

• Attention to detail

• Strong English communication skills