Desktop Support Engineer

• Provide daily technical support and handle requests from end users based in Hong Kong office.
• Resolve cases received from tickets, emails and walk-ins.
• Create and update cases via ticketing system.
• Handling of desktops, laptops and mobile phones.
• Maintain system documentation, hardware & software inventory.
• Provide other IT-related support as required.
• Participate in projects.
• Perform other ad-hoc duties.
• Knowledge on desktop, networking, and general PC applications, like Microsoft 365.
• Willing to listen, learn, is hardworking, a team player and a committed person.
• Has excellent communication skills particularly in English, is good in documentation and in customer service.
• Shift based (Monday to Friday, 8:30am to 5:30pm / 9:00am to 6:00pm / 9:30am to 6:30pm).
• Can work occasionally during Power Down, Stock Take, BCP site/DR Testing period (this will be assigned by rotation in HK L2 team, annually).
• WFH during Typhoon, Black Rainstorm or another related major/serious crisis.

• Minimum 3+ years with hands-on experience in IT helpdesk or desktop support position.
• Self-motivated, strong problem solving and analytical skills.
• Able to work with minimal supervisions.
• Ability to work under strict deadlines is a must.
• Great organization and time management skills.
• Ability to multi-task and handle pressure.
• Knows how to use or have a knowledge on Active Directory, ADSI, Computer/Configuration Management, DFS Management, DHCP, DNS, Event Viewer, ODBC Data Sources, Print Management, Registry Editor, Remote Desktop, System Configuration, Task Scheduler, Control Panel, SCCM, Command Prompt, PowerShell, etc.…
• Has basic knowledge and troubleshooting related to Networking:
  o TCP/IP, VPN, Switches, Cable Patching
• Has Knowledge in writing scripts (in any programming languages) or macros will be an advantage, but not required.
• Knows how to support and troubleshoot Windows 10/11 requests/problems.
• Knows how to use or have a knowledge about Microsoft products such as, OneDrive, Outlook, Excel, Word, PowerPoint, OneNote, Teams, Skype for Business, Visio, Access, Microsoft Endpoint Manager – Microsoft Azure, Microsoft Intune
• Knows how to support and troubleshoot any Microsoft Office request/issues.
• Experience in handling/managing Hardware Support and Maintenance such as:
      a. Laptop, desktop, docking stations and other computer peripherals):
          o Maintenance: hardware configuration, software/application installation, BIOS & Device Driver upgrades
          o Knows how to support and troubleshoot any hardware requests/incidents
      b. Mobile phone (iOS and Android)
          o Maintenance: mobile configuration, work (business) software/application installation and upgrades
          o Knows how to support and troubleshoot any mobile requests/issues

Behavioral Skills:

• Client - Understanding and Respect: I listen to clients and colleagues in order to understand and anticipate their needs
• Team Spirit - Synergies: I make cooperation with colleagues in and outside my team a priority
• Team Spirit - Open mindset: I listen and share my views and my expertise in an open mode
• Commitment - Sustainability: I strive to develop my skills and knowledge
• Commitment - Care: I demonstrate consideration for others
• Innovation - Technology: I adopt new technologies in the solutions and projects I work on

Our Culture:

At Societe Generale, we live by our 4 core values of commitment, responsibility, team spirit and innovation. We are engaged and demonstrate consideration for others. We act ethically and with courage. We focus our talent and energy on collective success. We experiment and propose new ideas. This way, we maximize our ability to serve client needs and anticipate market changes. Societe Generale is committed to strengthening bonds with colleagues, communities, and the world in which we live, because relationships are at the heart of how we operate. Please visit our APAC career website: https://www.societegenerale.asia/en/careers/building-your-career-with/ for more information.

Diversity, Equity & Inclusion (DE&I):

Our mission: Recruit, develop, advance, and retain a diverse workforce that is united in our efforts to enhance our competitive position and deliver innovative solutions to our clients.

Our vision:

• Engaged workforce that is demographically diverse in a way that reflects the communities in which we operate
• Inclusive culture and workplace that recognizes employees' unique needs and utilizes their diverse talents
• Engage our community and marketplace, and position the organization to meet the needs of all its clients

Check out our DE&I initiatives: https://www.societegenerale.asia/en/careers/diversity-equity-inclusion-dei/

Department Description:

• Provide L2 Technical Support of daily desktop support, network operation and problem resolution.
• Perform IT Desktop Support (incidents & requests) including call handling, troubleshooting, follow-up action, coordination, remote assistance, VIP support and escalation.
• Hardware & software troubleshooting such as desktop/laptop Windows OS platform, Microsoft 365, Anti-Virus, Intune mobile device support, & etc.
• Troubleshoot network connectivity issue, i.e. device configuration, IP addressing, and direct TCP/IP output, network printing.