Service Engineer

by Sowmyah Narayanan in Financial Services    22nd Jan, 2021       Hong Kong, Hong Kong, Hong Kong SAR

Service Engineer


Our client is a a leading and innovative global provider of mission-critical communications systems and services for the global financial community is looking for Service Engineers to join their team:


Customer Service
 Fault Rectification – to identify, rectify and escalate if necessary, all faults on all  supported systems. Ensure incident management systems are continuously updated.
  To supervise/implement all assigned duties (service/MAC/Installation)
 Customer Liaison –  Keeping both the service desk/line manager and customer fully informed of status of work/fault.
To provide technical support and assistance to colleagues as required.
To provide clear and concise reports as requested on assigned duties.
 Call Out – To provide 24 hour call out support when required.(As part of a roster)
 Procedures – Ensure that company procedures are adhered to and all paperwork is completed accurately, in a timely manner.
 Site Documentation – To ensure site records are accurate and kept up to date. Ensure the office is provided with up to date system backups reflecting any configuration changes.

Project Implementation
 Ensure that assigned projects are completed within agreed timescales.
 Ensure that issues are promptly raised to customer
 Liaise with customer regarding planned and actual work. 
 Ensure that company procedures are adhered to and all documentation is completed accurately and in a timely manner.
 Provide clear and concise reports and documentation.

General Duties
 Any ad-hoc request from immediate supervisor or management.
 Work overtime as required to meet customer needs and project goals.
 Be part of a shift roster for daily support.

On-site role specific tasks 

shall provide technical support at customer’s premises as detailed below:
Adjust System Settings (As permitted during support hours.)
 Setup and modify User IDs
 Move ID with Handset/headset
 Install line(s) onto turret(s) of a group or multiple groups
 Database updates for intercom buttons, call groups, hunt groups etc.

Front office support:
 Telephone support from end user's and IT helpdesk staff.
 Trouble shooting of turret hardware
 Trouble shooting of Trader Phone
 Install, replace and trouble shoot Handset/Handset issues
 Add button data and Undo button data
 Leased line installation coordination
 Manage inventory of customer owned spare hardware.
 Morning check - When the On-Site Technician in the early shift.

Back room technical support

Voice Recording
 Change phone/line to be recorded
 Initial trouble shooting (simple tests, diagnosis from user’s support call)
 Archive media management
 Support approved voice playback requests.

Voice team Hot Line support

MAC Coordination
 Planning with users and Liaison with vendors.


 Good knowledge on Voice products: PABX, Dealerboard (OpenTrade/Etradeal etc), Voice Mail, Voice Recorders (NICE/Cybertech, etc).
 Knowledge of Cisco products, VOIP protocols, SIP, QOS, HSRP and switching technologies. CCNA (or equivalent demonstrable skills/knowledge) essential.
 Network Skills – Able to implement and troubleshoot VOIP networks.
 Server knowledge of hardware and common OS platforms. Server+ or equivalent demonstrable knowledge and skill. OS related certifications such as Linux+ or MCSE are preferred.
 Exposure to supporting the financial services industry.
 Excellent communication and customer facing skills.

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