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

• 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,