Technical Support Engineer

Flow Traders; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Benefits offered by this job

Flow Academy access

Annual discretionary bonus

Healthy snacks & gym

Job summary

Flow Traders in Hong Kong is seeking a Technical Support Engineer to join our Technology team, focusing on desktop/workstation experience for traders and business users across APAC, supported by our Windows infrastructure.

You will own incidents from first contact to resolution, configure workstations, troubleshoot hardware/OS, manage onboarding, and monitor Windows systems and VDIs while collaborating with IT teams to improve services and SLAs.

Qualifications

• Bachelor degree in IT or computer science or equivalent.
• 3+ years in desktop/workstation engineering and end-user support.
• Hands-on experience with hardware, peripherals, and workstation setup.

Responsibilities

• Serve as first point of contact for end users via phone, email, chat, or tickets.
• Provide first-line support for Windows and application issues.
• Take ownership from request to resolution and document actions.

Skills

Desktop/workstation engineering

End-user support

Windows environments

Problem-solving

Communication skills

Education

Bachelor Degree in IT or Computer Science

Tools

Jira

Confluence

MDM tools

Azure/Intune

Office 365

Job description

Flow Traders are looking for a highly skilled Technical Support Engineer to join our growing Technology team in Hong Kong. This role focused first and foremost on the desktop and workstation experience - supporting our traders, business users and wider APAC office, underpinned by the Windows infrastructure that keeps the environment running. This is a unique opportunity to join a leading proprietary trading firm with an entrepreneurial and innovative culture at the heart of its business. We value quick-witted, creative minds and challenge them to make full use of their capacities. If you aim high, the sky is the limit!

What You Will Do / Key Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via phone, email, chat, or ticketing system
• Provide first line support for all Windows, Application related issues
• Take ownership of user issues from initial request through to resolution
• Log, prioritize, categorize, and update incidents, problems, and service requests
• Perform remote and on-site troubleshooting using diagnostic techniques
• Set up and configure user workstations, desks, and office equipment (PCs, monitors, peripherals, printers, AV systems)
• Run and terminate cables for new network and hardware installations
• Troubleshoot hardware, operating systems, applications, and office infrastructure (printers, TVs, security devices)
• Manage user onboarding/offboarding, including desk setups and access provisioning
• Monitor Windows systems, servers, Omnissa VDI and enterprise applications proactively
• Provision and assign Linux and Windows Virtual Machines
• Omnissa Horizon Admin console to assign Windows and Linux VDIs to users
• Escalate unresolved issues to appropriate IT teams or third-party vendors
• Maintain inventory and ensure storerooms are organized
• Create and update knowledge base articles and standard operating procedures
• Document best practices and contribute to continuous improvement initiatives
• Collect and relay user feedback and support trends to relevant internal teams, acting as an early signal to platform owners and senior engineers on recurring issues and improvement opportunities.
• Collaborate with senior team members and participate in training across infrastructure domains (networking, servers, cloud, HVAC, AV systems)
• Continuously improve IT support services, especially for business-critical teams such as Trading

What You Need To Succeed

• 3+ years of relevant experience in desktop/workstation engineering and end-user support, in a trading, financial services or other low-latency environment
• Bachelor Degree in IT, Computer Science or relevant
• Hands-on experience with computer hardware, peripherals, and workstation setup
• Strong problem-solving and analytical skills to diagnose hardware and software issues
• Good understanding of Windows environments and Microsoft technologies (e.g., Active Directory, Exchange, MDM tools)
• Self-motivated, structured, and proactive attitude
• Strong communication skills and customer-focused mindset
• Ability to work under pressure and meet SLA targets
• Basic knowledge of networking concepts (firewalls, routing)
• Familiarity with ITIL or service management principles is a plus
• Experience with helpdesk tools (e.g., Jira, Confluence) is a plus
• Willing to travel occasionally

Nice To Have

• Experience with cloud technologies (Azure, Intune) and Microsoft Office suite (Excel, Outlook)
• Exposure to Linux systems and networking
• Experience with Mobile Device Management solutions
• Interest in infrastructure domains such as servers, networking, VDI and virtualization

What We Offer

We like to think that talent grows at Flow and stays at Flow. To ensure this, we provide our employees with an extensive onboarding program, access to Flow Academy, the best working environment, the latest technology and continuous support. We go out of our way to retain the small business feeling with which we started and stimulate innovation and collaboration through teamwork and our non-hierarchical approach. We offer competitive salary, annual discretionary bonus and other fantastic perks and benefits, such as:

• Flow Academy for continuous learning and opportunities to attend domain-related conferences
• In-house lounge with a bar, pool table and console games
• Daily catered breakfast and lunch with healthy snacks and drinks available throughout the day
• In-house hairdresser and massage therapist
• Personal trainers, weekly boot camps and a subsidized gym membership
• Annual company trip and a variety of events throughout the year
• Global rotations between our offices worldwide
• and more!