First Line IT Support Analyst
- 5-day week
- Competitive pay
- Education subsidies
- Medical plan
You’ll be responsible for providing a high availability support service to our investment management clients. This includes troubleshooting Windows desktops, Android and Apple mobiles, and dealing with peripherals and software, mostly remotely, but some clients will request that you drop by regularly too. Our clients view you as an extension of their own team, and treat you that way too, meaning you’ll be able to build friendly relationships with the users.
You’ll gain knowledge of Exchange 2010 onwards and Windows Server 2012 and newer, as well as switches, firewalls and other networking equipment. You’ll be the first engineer in HK so you’ll be assisting the senior engineers in our UK office by being the remote hands for any serious technical problems, which gives you the chance to learn too.
Your success will be measured with KPIs centred around first-time fix rates, call answer times and accurate logging in our ticket system. You will have unlimited access to client’s IT systems as we want to give you the tools you need to provide the best quality service possible.
Required Experience:
1-2 years’ experience in a helpdesk support position on the phone
Confident in troubleshooting Microsoft Windows 7 OS and newer
Confident using Active Directory (including group policies)
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About Tribeca Technology HK Ltd
Tribeca was founded by Mark Instance in 2006 as an IT Support provider specialising in the demanding Hedge Fund market. Mark's vision was to provide a serious alternative option for clients in the financial sector whom are looking to improve their IT infrastructure, but without hiring their own IT staff. The result is an exceptional IT outsourcing service at a price that makes it easy to justify.
Our keen interest in solving our clients IT challenges and excellent IT support quality have resulted in a near perfect client retention. This coupled with a healthy on-boarding of new clients, largely through recommendation, has resulted in a steady growth in the region of 30% year on year. Our business started from an office in Mayfair, London - today we have five offices. Our North Kent office is also the location of one of our secure ISO 27001 Data Centres which forms part of our Fund Cloud private cloud infrastructure. Tribeca also offers local IT support services in New York, Dublin, London, and Hong Kong via local offices in the respective financial districts.
At Tribeca we believe in helping our staff forge careers, and you can read some examples here.