ll JOB SUMMARY ll

The objective of the Desktop Support Analyst is to provide superb customer service reflecting
the client-centric and quality focused mission of the Infrastructure organization through the
direct provision of remote and on-site support to our clients. The analyst will interact daily with
clients and work with other IT teams in understanding client support requests and
requirements. The analyst is primarily focused on end user support but must also possess a
basic understanding of system administration functions, network infrastructure and project
management. Furthermore, this role will be represented of the technology team to manage the
relationship with the local business in the office and interface between the business and the
global technology team.

ll RESPONSIBILITIES ll

Provide day to day IT Infrastructure Support for our Asia offices with focus on:
 Client satisfaction
 Service delivery quality
 Technical excellence
Primary responsibility will be Desktop Support in a Windows 10/Office 365 environment. Secondary
responsibilities include IT procurement and provision, 3rd party vendor management, Remote Hands
support and project assistance for other NY IT teams (e.g. Network, Server, Voice system, Messaging),
White-Glove Service Level technical support for regional and visiting VIPs.

ll QUALIFICATIONS ll

• Advanced desktop support skills. Advanced knowledge and proven record supporting Microsoft Windows 10 and Office 365.
• Good understanding of Desktop OS and Application deployment.
•  Good understanding of and practical deployment experience of mobile messaging devices including iPhone, Android handhelds and Tablets.
• Experience supporting Citrix remote access including XenApp, XenDesktop and XenMobile.
• Experience supporting VC systems: Zoom and Microsoft Team, etc.
• Basic understanding of NetApp storage environment and data management is desired
• Basic understanding of the following protocols and networking services: TCP/IP, DNS, DHCP.
• Basic understanding of the telephony system: Cisco system.
• Excellent verbal and written communication skills in English are essential. Able to explain technical issues in clear and concise terms.
• Functional verbal and written communication skill in Mandarin Chinese.
• Strong customer service orientation.
• Prior experience at a financial firm is desired.
• Candidate should possess, or be willing to obtain, a current passport willing to travel to regional Branch Offices.
• Experience or basic understanding of network cable management
• Ability to support MAC work including cable patch management
• Basic understanding of WAN technology including MPLS and Internet