IT User Support | Global Investment Bank at Unity Partners · Hong Kong

The company

Our client is an established international financial services organisation with a professional, fast-paced working environment. The company provides technology support to business-critical operations and places strong emphasis on service quality, information security, compliance and operational reliability.

The team

You will join the Global Information Technology team and report to the Head of User Support. The team provides day-to-day technical assistance to internal users across office, front-office and private banking environments, working closely with internal stakeholders and external technology vendors.

The position

We are seeking an IT User Support Analyst to provide first-line and onsite technical support across hardware, software, network, market data and office automation systems. This role is suitable for an experienced IT support professional who is comfortable working independently, supporting users at different levels and participating in shift and on-call arrangements. A permanent position may be offered to the successful candidate.

Role & responsibilities

• Provide IT helpdesk support through a shift-based arrangement, handling and resolving user support calls.
• Troubleshoot PC hardware, printers, software, network and system-related issues.
• Install, configure and support computers, printers, network equipment, IPT, hardware and software.
• Provide support for dealerboard systems, office automation systems and other business-critical applications.
• Support market data and third-party systems, including Bloomberg, Refinitiv, EBS and related services.
• Escalate complex incidents to second-level IT support teams or external vendors when required.
• Provide support for Windows 10, Microsoft 365, Microsoft Teams, Virtual Desktop and Active Directory environments.
• Assist with user purchase requests and services subscription follow-up.
• Maintain IT inventory, technical documentation and operating procedures.
• Coordinate the internal relocation of PCs, LCD monitors and printers.
• Set up and troubleshoot internal video conferencing meetings.
• Follow all applicable legal, regulatory, compliance and internal control requirements.
• Complete mandatory training and maintain the knowledge and competency required for the role.

Requirements

• Diploma or above in Computer Science, Information Technology or a related discipline.
• At least 2 years of experience in technical support, network administration or system operations.
• Practical experience supporting market data and third-party systems such as Reuters, Bloomberg, EBS or Etrali.
• Solid knowledge of Active Directory, DNS, Microsoft Exchange and MS SQL.
• Experience supporting Microsoft 365, Microsoft Teams, Windows environments and office productivity tools.
• Front-office or private banking support experience is an advantage.
• Strong troubleshooting, problem-solving and customer-service skills.
• Able to communicate effectively with users at different levels.
• Able to work independently while contributing effectively as part of a team.
• Good command of spoken and written English, Mandarin and Cantonese.
• Willing to work on a shift roster and provide on-call support, including weekends and public holidays.

Contacts

Interested candidates are invited to send their CV to angus.fan@unity-partners.com.