Install, upgrade, support and troubleshoot Windows 10, 11, and Microsoft Office 365, Power App and any other authorised desktop applications
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment
Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
Customize desktop hardware to meet user specifications and site standards
Performs work in compliance within specified warranty requirements
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
When the restoration is beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
Develop trends by monitoring and analysing incoming calls, problems and support requests
Operational:
Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
Provide user data and application recovery
Use tools and methodologies to load, copy and customize operating system configurations for deployment
Responsible for tracking hardware and software inventory
Familiarize end users on basic software, hardware and peripheral device operation
Works with vendor support contacts to resolve technical issues within the desktop environment
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
Works with other IT team members regarding new branch builds and upgrades
Dealing with queries by following departmental procedures for fault resolution
Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
Arranges for and/or prepares equipment for shipping/receiving
Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas
Maintain adequate knowledge of operating systems and application software used to provide a high level of support
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
Media Services AV:
Guarantee the support, management, integrity and quality of the Video and Audio Conferencing infrastructure
Responsible for proactive monitoring and control of the Video Conference environment, and Incident Management of any issues
Asset Management of Media Services equipment
Direct Escalation of issues related to CISCO and Tandberg Infrastructure in the Media Services Estate to CISCO online portal
Provide in-room white glove services to VIP clients and on standby support to VVIP clients
Support clients via Remote Video Concierge Support
Experience/Knowledge & Skills:
Working technical knowledge of current protocols, operating systems and standards
Ability to operate tools, components and peripheral accessories
Microsoft Desktop Support Technician an advantage
Software and Hardware Troubleshooting
Windows 7/10/11
Microsoft Office 2016 / M365 support
VERITAS Enterprise Backup Software
Working knowledge of SMS, AD, Exchange Server and remote control tools
Knowledge of all software applications used within the organisation
Good understanding of various asset classes (Equities, FX, and Fixed Income)
Understanding of market data systems such as Bloomberg or Refinitiv, AFE
Able to navigate in Unix and Windows proficiently, experience in reading logs generated by systems processes and in performing level 1 and level 2 troubleshooting
Knowledge in Unix shell or PowerShell scripting
Knowledge of FIX and TCP/IP are advantageous but not required. Experience in TIBCO or any middleware is preferred
Experience of mobile app support iOS or Android
Experience on ITSM ticketing system i.e. ServiceNOW, Jira, Freshservice
Capture and input of daily activity
Follow up of operational issues on DPS
Monitoring and resolving trade exceptions from the various system flows
Life cycle event management, system reconciliations, EOD risk
Experience in supporting Financial Institutions
Requirements:
Strong customer service and support skills
Able to deal with executives and can understand their requirements
