Client Platforms Engineer

DV Trading; Hong Kong; On-site; HKD 2,824,000 - 4,235,000; Full time

Job summary

DV Trading is seeking a Client Platforms Engineer to join our IT support team in Chicago. The role focuses on delivering exceptional technical support to end-users and ensuring smooth IT service delivery.

You will be the first point of contact for end-users, troubleshoot hardware and software, manage incidents, and fulfill service requests while maintaining accurate documentation and knowledge base articles.

Qualifications

• 4+ years of experience as a Service Desk Engineer or similar role.
• Strong IT fundamentals across Windows/macOS/Linux, hardware, and networking.
• Familiar with service desk ticketing systems and incident management processes.
• Experience with endpoint management tools SCCM, Intune, and Jamf.
• Excellent communication and customer-service orientation.
• Ability to handle multiple tasks and work under pressure.
• Willingness to on-call rotation including weekends/holidays.
• Based in Chicago or able to work in the Chicago office full-time.

Responsibilities

• First Point of Contact for end-users via phone, tickets, email, Slack, or in-person.
• Technical Troubleshooting for hardware, software, and applications.
• Incident Management with timely, accurate resolutions.
• Request Fulfillment: password resets, software installs, access permissions.
• Documentation of all interactions and creation of knowledge base articles.
• IT Asset Management support: inventory, tracking, licenses.
• Continuous Improvement through training and process enhancements.
• Provide exceptional customer service and clear communication.
• Collaborate with IT teams to resolve complex issues.

Skills

Problem-solving

Communication

Interpersonal skills

Attention to detail

Tools

SCCM

Intune

Jamf

Job description

DV is looking for a highly motivated and customer-focused Client Platforms Engineer to join our dynamic IT support team. In this role, you will be responsible for providing exceptional technical support and assistance to DV Trading's end-users. Your primary goal will be to ensure the smooth functioning of IT services, resolve technical issues promptly, and deliver top-notch customer service.

Job Responsibilities

First Point of Contact: Acting as the first point of contact for IT, you will be the point person for all issues and requests from end-users via phone, tickets, email, Slack, or in-person. You will ensure that all requests are acknowledged, logged, prioritized, and properly routed in our ticketing system.

Technical Troubleshooting: Identify and diagnose hardware, software, and application problems. Resolve issues efficiently or upscale to the appropriate team for further investigation.

Incident Management: Follow established procedures for incident management, ensuring timely and accurate resolution of technical problems while keeping the end-users informed of progress.

Request Fulfillment: Handle service requests such as password resets, software installations, access permissions, and hardware configurations in a timely and efficient manner.

Documentation: Maintain accurate records of all service desk interactions, including incidents and service requests. Document solutions and create knowledge base articles to facilitate self-service.

IT Asset Management: Assist in managing IT assets, including inventory, tracking, and allocation of hardware and software licenses.

Continuous Improvement: Actively participate in ongoing training and development to enhance technical skills and keep abreast of emerging technologies and best practices. Propose process improvements to enhance service delivery.

Customer Service: Provide exceptional customer service, demonstrating strong interpersonal skills and empathy while dealing with end-users.

Communication: Communicate effectively with both technical and non-technical stakeholders, translating technical concepts into understandable language.

Team Collaboration: Collaborate with other IT teams to resolve complex technical issues and ensure smooth coordination in handling IT projects.

Requirements

4+ years of experience as a Service Desk Engineer or similar role in an IT support environment

Solid knowledge of IT fundamentals, including operating systems (Windows, macOS, Linux), software applications, hardware, and networking concepts

Familiarity with service desk ticketing systems and incident management procedures

Experience with endpoint management solutions such as: SCCM, Intune, Jamf

Strong problem-solving and analytical skills with a keen eye for detail

Excellent communication and interpersonal skills with a customer-oriented approach

Ability to work well under pressure and manage multiple tasks simultaneously

Willingness to work on-call rotation, including weekends and holidays, to ensure 24/7 coverage

Ability to work in our Chicago office 5 days a week