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.