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.