Helpdesk Engineer

• Fintech
• Investment Firm
• Leading Digital Transformation Project

Role Overview We are seeking an experienced L2 IT Support Analyst to join a regional support team. This role plays a critical part in ensuring smooth daily operations, managing escalations, and supporting infrastructure monitoring across multiple markets.
Key Responsibilities

• Provide Level 2 daily support operations, ensuring timely resolution of incidents and service requests
• Handle and manage escalations from L1 support or regional teams
• Perform regular report generation and documentation for operational tracking
• Monitor system alerts and alarms, including servers and network infrastructure
• Investigate and respond to monitoring alerts to minimize system downtime
• Collaborate with regional teams and stakeholders to maintain service quality
• Follow operational procedures and contribute to continuous process improvement

Requirements

• Minimum 2+ years of Helpdesk / IT Support experience
• Prior experience in Financial Services or Investment Banking environments
• Strong understanding of IT infrastructure monitoring, including server and network alerts
• Ability to interpret monitoring alarms and take appropriate actions
• Proficiency in English and Cantonese (spoken and written)
• Strong problem-solving skills and ability to work in a fast-paced environment
• Good communication skills and a proactive, team-oriented mindset

Why Join

• Opportunity to work with a prestigious global investment firm
• Exposure to regional operations and enterprise-level systems
• Collaborative and dynamic working environment
• Career growth within financial technology and operations