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