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 our global fintech infrastructure team. You will provide first-line support for mission‑critical trading and cloud services for international clients.

The ideal candidate has 1 year of desktop support experience, familiarity with Remedy/HP Service Centre, Cisco Unified Call Manager, ITIL v3 Foundation, and a willingness to travel. This role offers growth in a fast-paced, innovative environment.

Qualifications

• 1 year desktop support experience, preferably in a Financial Services environment.
• Experience with call-logging tools: HP Service Centre, Remedy, Infra.
• Familiarity with Cisco Unified Call Manager.
• ITIL v3 Foundation certification.
• Data centre experience and on-call support.
• Willingness to travel for business as needed.

Responsibilities

• Provide first line support through the call-logging software and on-site as appropriate.
• Inform customers of call assignments and likely resolution timescales.
• Escalate incidents to on-site third line support or other teams when necessary.
• Monitor and update all incidents and requests, including external suppliers.
• Collaborate with customers to improve service delivery and resolve issues.
• Handle customer requests and complaints professionally.
• Troubleshoot TCP/IP and LAN/WAN issues.
• Build and maintain desktops/laptops (HP/Dell).

Skills

Communication skills

Organisational skills

Attention to detail

Willingness to travel

Independent work

Interpersonal skills

Project management

Innovation mindset

Education

Bachelor's degree or equivalent

Tools

HP Service Centre

Remedy

Cisco Unified Call Manager

Bloomberg Terminal

MCITP / MCSA / MCP

ITIL v3 Foundation

Data Centre experience

On-call experience

Apple devices support

Job description

Technical Support Engineer

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 elevate 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.

We look forward to discussing how you can make an impact at Options Technology!

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