Service Engineer

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

Service Engineer

Introduction:

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:

Responsibilities:

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.


Requirements:

 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.

Sign up now for Gemini’s new Job Search platform!

Find the latest job opportunities in Hong Kong, China, Singapore and Thailand! Search and apply for jobs across locations, industries, levels and functions.

Sign up to upload your CV and receive notifications via email or phone when new opportunities are being posted.

Sign up now!

Download now!

Download now!

Job suggestion for you

Sowmyah Narayanan

Sowmyah Narayanan

For more information about this job opportunity please contact our consultant.

Latest jobs

Financial Controller

by Christopher Law in Property & Construction
19th Mar, 2021 HKD 60k - HKD 110k

Field System & Network Engineer

by Sowmyah Narayanan in Information Technology
4th Jun, 2021 HKD 15k - HKD 30k

Assistant HR & Admin Manager

by Monly Chang in Property & Construction
29th Mar, 2021 HKD 25k - HKD 28k

e-Commerce Manager

by Christopher Law in Retail
16th Apr, 2021 HKD 50k - HKD 58k

Accountant (1 year contract)

by Monly Chang in Chemical
17th May, 2021 HKD 25k - HKD 28k

Gemini Personnel

Gemini Personnel

Social Links