Full Time

Tech Assist Analyst

Posted 1 month ago
Application ends: November 20, 2021
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Job Description

Hong Kong

We are looking for an energetic customer focussed individual to join our Technology division at Macquarie’s Hong Kong office. This customer facing role requires desktop support to be provided across all of Macquarie’s businesses through a designated Tech Assist walk up desk and aligned trade floor support, representing a modern-day change on how we drive technology support.

As a first point of contact for all staff with a query around Technology within Macquarie, you will have immediate impact on the service to our business and be the face of technology. As part of a customer facing team, you will be motivated to continually improve our services and are passionate about creating an outstanding customer experience.

You will be responsible for delivering a client focussed service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication, in both a trading and non-trading environment. You will hold customer training and education sessions on new technology products and initiatives and provide general technology support via a walk-up desk and build relationships with your clients. You will be required to deliver smaller operational projects daily, such as staff moves, software deployments or hardware rollouts, and build and deploy PCs and Laptops, including asset management tasks.

You will be working with Shared Service Centres, Problem Management and other technology teams to deliver continual service improvement and ensure business requirements are being met. You will be liaising with external vendors for support or maintenance work. You will also need to understand local IT compliance and work with the teams to ensure obligations are met, including business continuity and external exchange requirements and audit items.

You will need to have some basic technical responsibilities, such as providing high level support of the Microsoft Windows 10 SOE, and Office 365, and have working knowledge of Microsoft Active Directory and Microsoft Exchange. You will have the ability to support and troubleshoot issues with technologies including but not limited to Windows Desktop, Networking (TCP/IP, DNS, Cabling), Remote Access Connectivity (VPN), Telephony (BT Dealing Consoles/Cisco VoIP phones/Voice Recording) and corporate iPhone and BYOD offerings. You will also have a sound knowledge of Desktop, LAN, peripheral device installation and support. A familiarity with iPhone and iPad client, Android, and the associated management software will be essential. You may be required to work after hours or weekend support may be required. This may include but not limited to activities such as power downs, business continuity testing, software releases, floor moves.

The successful candidate will have experience working within an investment bank or financial services sector, but not essential. You should be ITIL certified or at least a working knowledge. You should have experience collaborating with offshore and global support teams. You should be fluent in English and Cantonese both verbal and written, while Mandarin is highly desirable but not essential. It is essential that you have excellent communication skills, can think on your feet, have a flexible and easy-going attitude, the ability to multi-task and prioritise, as well as work effectively with minimal supervision.

About The Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.

Our commitment to Diversity and Inclusion

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you’ll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

About Macquarie

A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 16,000+ employees and offices in 32 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

Find out more at www.macquarie.com/careers

Job no: COG-957550

Work type: Permanent – Full time

Location: Hong Kong

Category: Junior, Technology

Group: Corporate Operations Group

Division: Technology

Recruiter: Venus Chan

Opening Date: 21/6/2021