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Analyst, Information Technology

We are seeking a skilled Production Support Technician to join our IT team based in Shenzhen. The ideal candidate will provide first-level support for Microsoft technologies and applications, ensuring efficient and effective resolution of technical issues. This role involves direct interaction with end-users, troubleshooting hardware and software problems, and dealing with production issues.

Key Responsibilities

• Provide first-level support for Microsoft technologies, including Windows OS, Office 365 including TEAMS, and other Microsoft applications.
• Set up and support corporate mobile devices running on iOS platform.
• Primary ownership of support and maintenance of the non-corporate workstations used for local regulatory reporting, financial and tax filing, and market data.
• Troubleshoot and resolve hardware and software issues on desktops, laptops, and peripherals.
• Monitor the daily environment and hardware in the server room, manage file servers and tape backups, and serve as the administrator for the access control and CCTV systems, as well as handle network/telephone cabling tasks.
• Maintain the IT asset inventory and follow up on updates and replacements for outdated hardware and software.
• Respond to IT incidents, investigate root causes, and develop corrective action plans.
• Maintain relationships with local vendors, conduct regular risk assessments and key performance indicator evaluations, provide feedback, and manage vendor-related tasks and contract processes.
• Update local IT-related policies and procedures to ensure compliance with internal and external regulations, policies, and procedures, and conduct regular reviews.
• Execute off-hours configuration changes, support new releases and cyber controls execution.
• Perform routine maintenance and updates on end-user devices while ensuring compliance to cyber security policies, including but not limited to, periodic vulnerability scanning, patching, system hardening, etc.
• Support network connectivity issues and escalate complex problems to higher-level support teams as needed.
• Provide excellent customer service and maintain a professional demeanour in all interactions.
• Participate in IT projects and initiatives as required.

Add Value Points

• Proven experience in supporting non-corporate network of workstations to fulfil China local regulatory reporting obligation.
• Working knowledge of Service Now for handling of support tickets and requests.
• Experience in scripting for automation of processes.
• Proactive and willing to take more responsibility to coordinate other APAC IT related work, project.

Job Requirements

• University degree / qualifications, Bachelor degree in computer engineering or information systems related field is preferable.
• Minimum 5 years of experience in an IT production supporting or infrastructure support. Previous experience in working with a foreign bank is preferable.
• Technical and hands-on on Microsoft Windows platform and office suite. Knowledge in networking and telecommunication technology are must. Any certification in CISCO devices is a plus.
• Experience in the dealing room turret setup, VOIP phones, Video Conference systems, and mobile phone setup.
• Detail-oriented, quick learner, strong problem-solving skills that can help end-user IT issues independently.
• Good interpersonal skills, good communication skills, can work under tight deadlines and under pressure.
• Good command of spoken & written English and Chinese language.

Job Requisition ID: Req1483456