Incident Technician- Hong Kong

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.

Roles and Responsibilities:

• Responsible for resolving incidents and requests that have been escalated from Level 1.
• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from the Helpdesk for application support including in-house, 3rd party applications and market data applications.
• Provide support for operating system drivers, software, and firmware.
• Provide support to users for home connection and work-from-home setup — Firm laptop or personal laptop + virtual machine.
• Ensure that Morgan Stanley policies and procedures are followed by, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in the ticket-tracking system.
• Proactively inform management of trends, significant problems, and expected delays.
• On-call – Participate ina rotating schedule providing after-hours and weekend support. 
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
• Excellent communication, interpersonal, and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications.

Experience in a similar role

• 1-3 years of relevant experience
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What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.hk@axiomtechnology

The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the Group/ Company.