Helpdesk Engineer (Asset Mgmt Floor)

Robert Half Hong Kong Limited; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Robert Half Hong Kong Limited seeks an experienced Helpdesk / Desktop Support Engineer to deliver white-glove technical support for our asset-management floor. You’ll ensure maximum uptime and seamless daily operations for portfolio teams and senior executives.

Responsibilities include troubleshooting Windows/macOS, M365, VPN, Citrix/VDI, and market data tools (Bloomberg, FactSet, Refinitiv Eikon). You’ll handle onboarding/offboarding, device provisioning, and asset tracking in a regulated

Qualifications

• Diploma or Degree in IT/CS or related field.
• 2–4 years of desktop support / helpdesk in financial services.
• Experience supporting Bloomberg, FactSet, Refinitiv Eikon or similar tools.
• Strong English and Cantonese communication skills.
• Familiarity with data privacy and IT governance in finance.

Responsibilities

• Provide white-glove helpdesk support to portfolio teams and executives.
• Receive, log, and resolve Tier 1/2 incidents via phone, chat, and on-site.
• Trouble shoot market data terminals and financial software.
• Set up and maintain desktop PCs, laptops, and peripherals.
• Diagnose issues on Windows/macOS, M365, VPN, and Citrix/VDI.
• Perform JML activities including provisioning and access control.
• Troubleshoot network/telecom issues and elevate when needed.
• Maintain accurate IT inventory and coordinate vendor repairs.

Skills

Client-Centric Mindset

Analytical Problem Solving

Sense of Urgency

Excellent communication

English and Cantonese proficiency

Education

Diploma or Degree in IT/CS

Tools

Active Directory

Entra ID (Azure AD)

Exchange Online

Windows 10/11

macOS

Microsoft 365

Citrix/VDI

VPN tools

Bloomberg/FactSet/Refinitiv Eikon integration

Job description

We are seeking an experienced and proactive Helpdesk / Desktop Support Engineer to provide dedicated, white-glove technical support for the Asset Management & Investment Floor of our insurance firm. This role requires high-touch service delivery, rapid issue resolution, and a solid technical foundation across hardware, operating systems, financial market data applications, and network connectivity.

The ideal candidate thrives in time-sensitive portfolio management and investment operations environments, ensuring maximum system uptime, regulatory compliance, and seamless daily operational execution.

The Role

• Insurance Front-Office Support: Deliver white-glove technical support to Portfolio Managers, Investment Analysts, Traders, Actuaries, and Senior Executives across the insurance asset management floor.
• Incident & Request Management: Receive, prioritize, log, and resolve Tier 1 and Tier 2 incidents via phone, chat, ticketing system, and hands-on desk-side assistance.
• Market Data & Investment App Support: Troubleshoot, install, and configure market data terminals and financial software (e.g., Bloomberg Professional, FactSet, Refinitiv Eikon/Workspace, Morningstar, Order Management Systems).
• Hardware & Desktop Provisioning: Set up, configure, deploy, and maintain desktop PCs, multi-monitor trading/analytics setups, laptops, docking stations, IP phones, and mobile devices (iOS/Android).
• OS & Application Troubleshooting: Diagnose issues across Windows 10/11, macOS, Microsoft 365 (Outlook, Teams, heavy Excel modeling/add-ins), virtual desktop environments (Citrix/VDI), and VPN tools.
• Joiners, Movers, & Leavers (JML): Execute user provisioning, access control requests, equipment setup, and account deactivations following insurance compliance, data privacy, and security guidelines.
• Basic Network & Telecom Diagnostics: Verify LAN/Wi-Fi connections, troubleshoot voice/turret systems, and elevate network or server anomalies to Tier 3 infrastructure teams.
• Asset Tracking & Vendor Coordination: Maintain accurate IT inventory logs, coordinate repair/warranty services with external hardware vendors, and manage spare parts stock.

Your Profile

• Education: Diploma or Degree in Information Technology, Computer Science, or a related discipline.
• Experience: Minimum 2-4 years of desktop support / helpdesk experience within Insurance Investment Operations, Financial Services, Asset Management, or Investment Banking.
• Financial Software Knowledge: Direct experience supporting Bloomberg, FactSet, Refinitiv Eikon, or insurance asset management/analytics tools and Excel add-ins is highly desirable.
• Technical Proficiency:
• Active Directory, Entra ID (Azure AD), and Exchange Online administration.
• Windows 10/11, macOS, M365 Suite (Excel, Outlook, Teams).
• Basic network protocols (TCP/IP, DHCP, DNS, LAN/WAN troubleshooting).
• Certifications (Advantageous): Microsoft Certified: Modern Desktop Administrator, ITIL Foundation, CompTIA A+ / Network+.
• Language Skills: Excellent spoken and written English and Cantonese (Mandarin is a plus).
• Sense of Urgency: Ability to stay calm, professional, and decisive under time-sensitive, high-value investment operations conditions.
• Client-Centric Mindset: Excellent communication, interpersonal skills, and customer-service orientation for high-touch internal clients.
• Analytical Problem Solving: Quick diagnostic ability to isolate root causes and apply workaround solutions promptly.
• Insurance & Regulatory Awareness: Strict adherence to data privacy, insurance compliance standards, audit requirements, and internal IT governance.