Technical Support Engineer

Options Technology; Hong Kong; On-site; HKD 180,000 - 260,000; Full time

Job summary

Options Technology in Hong Kong is seeking a Technical Support Engineer to join the Support Team. You will work on mission-critical trading and cloud infrastructure, providing first-line technical support to global clients.

The role requires 1 year of desktop support experience, familiarity with call-logging tools, and ITIL/Windows expertise. Travel and a dynamic, fast-paced environment are part of the job.

Qualifications

• 1 year’s desktop support experience, preferably in Financial Services or a relevant qualification.
• Experience with call-logging tools such as HP Service Center or Remedy.
• Senior Management / VIP support experience.
• Familiarity with Cisco Unified Call Manager.
• Experience with Bloomberg/Reuters terminals.
• Microsoft Windows administration certifications (MCITP/MCSA).
• ITIL v3 Foundation and Data Centre exposure.
• On-call/out-of-hours experience.
• Experience with Apple products and mobile technologies.

Responsibilities

• Provide first-line support via call-logging software and on-site as needed.
• Communicate incident details and estimated resolution times.
• Escalate to third-line support or vendors when required.
• Monitor and update all incidents and requests.
• Collaborate with customers to improve service delivery.
• Handle inquiries and complaints professionally.
• Troubleshoot TCP/IP and LAN/WAN issues.
• Build and maintain desktops/laptops (HP/Dell).

Skills

Desktop support

VIP support

TCP/IP troubleshooting

LAN/WAN troubleshooting

On-call/after hours

Apple devices

Education

Bachelor’s degree in IT / Computer Science

Tools

HP Service Center

Remedy

Cisco Unified Call Manager

Bloomberg Terminal

Reuters Terminal

MCITP / MCSE / MCSA (Windows)

Job description

Salary: Competitive

Join the Options Support Team in Hong Kong!

Working for Options Developing and engaging our people is a strategic priority for our business. We are looking for talented individuals to join our team and contribute to Options’ future growth and success.

Location: Hong Kong Salary: Competitive Join the Options Support Team in Hong Kong! Working for Options Developing and engaging our people is a strategic priority for our business. We are looking for talented individuals to join our team and contribute to Options’ future growth and success. We want to hear from candidates that are motivated, self-driven and have a passion to learn and develop their skills in the world of financial technology.

Who are we?

Options is the largest global financial technology company headquartered in Belfast. We are at the forefront of banking and trading infrastructure, serving clients globally with offices in New York, Chicago, Toronto, London, Cambridge, Paris, Hong Kong, Tokyo, Singapore, and Auckland. At Options, our services are woven into the hottest trends in global tech, including high-performance Networking, Cloud, Security, and AI (Artificial Intelligence).

Why Options?

• Global travel: We have offices in New York, Chicago, Toronto, London, Belfast, Dublin and across Asia.
• Continuous career development opportunities: We provide professional skills development and technical training.
• The chance to be a part of a self-sufficient, successful team: The Options team operates in a fast-paced environment with endless opportunities for innovation and forward-thinking.
• Competitive salary: In addition to a competitive salary, Options reward employees with a range of bonus incentives and employee benefits.

The Role

The Technical Support Engineer will sit at the heart of mission-critical trading and cloud infrastructure. You’ll work directly with cutting-edge financial technology, supporting global clients while solving complex, real-time technical challenges.

We’re looking for someone who has technical proficiency in:

• 1 years’ desktop support experience, preferably in a Financial Services Environment, or Degree level Qualification or equivalent in relevant field.
• Support Desk call logging tools – HP service centre / Remedy / Infra.
• Senior Management / VIP Support.
• Cisco Unified Call Manager.
• Bloomberg/Reuters.
• MCP / MCITP Windows 7 / MCDST / MCSA.
• ITIL v3 Foundation.
• Data Centre experience.
• On call / Out of hours experience.
• Apple products / Mobile technologies.

Typical Job duties would include:

• Provide first line support through the call-logging software and on-site, as appropriate for all incidents and requests.
• Issue customers with details of call assignment and likely resolution timescales.
• Reassign or expand incidents and requests to on-site third line support, third parties or other teams where appropriate discussing fully with colleagues.
• Monitor and update all incidents and requests, including calls assigned to external suppliers.
• Review incidents and requests with customers and work together to continuously improve service delivery provision.
• Deal directly with requests and complaints alike and elevate where necessary.
• TCP/IP Troubleshooting.
• LAN/WAN troubleshooting Skills.
• Building and Maintaining Desktop/Laptops (HP/Dell).

We’re also looking for candidates with:

• Strong research, writing and communication skills.
• Ability to work in a fast-paced and changeable working environment.
• Exceptional organisational skills and strong attention to detail.
• Desire to travel and see the world.
• Ability to work independently and manage your own projects in a professional manner.
• A passion for innovation and the financial technology sector.
• Strong interpersonal skills.
• Project management skills and proven ability to manage own workload.