Technical Support Engineer
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
Flow Traders does not accept unsolicited resumes from any professional staffing or search firms. All resumes, and any other information identifying potential candidates, submitted to any employee at Flow Traders via-email, the Internet or directly without a valid and signed search agreement will be deemed free to contact by Flow Traders without any restrictions and no placement fee of any kind will be paid in the event the candidate is hired by Flow Traders.
