Client Platforms Engineer

About the role

DV is looking for a highly motivated and customer‑focused Client Platforms Engineer to join our dynamic IT support team. In this role, you will be responsible for providing exceptional technical support and assistance to DV Trading's end‑users. Your primary goal will be to ensure the smooth functioning of IT services, resolve technical issues promptly, and deliver top‑notch customer service.

Key responsibilities

• Act as the first point of contact for all IT issues and requests via phone, tickets, email, Slack, or in‑person.
• Identify, diagnose, and resolve hardware, software, and application problems, or escalate when necessary.
• Follow incident‑management procedures to ensure timely resolution and keep users informed.
• Handle service requests such as password resets, software installations, access permissions, and hardware configurations.
• Maintain accurate records of service‑desk interactions and create knowledge‑base articles.
• Assist with IT asset inventory, tracking, and license allocation.
• Participate in ongoing training, propose process improvements, and stay current with emerging technologies.
• Provide exceptional customer service with strong interpersonal skills and empathy.
• Communicate technical concepts clearly to both technical and non‑technical stakeholders.
• Collaborate with other IT teams to resolve complex issues and support projects.

Required profile

• 4+ years of experience as a Service Desk Engineer or similar IT support role.
• Solid knowledge of IT fundamentals, including Windows, macOS, Linux, software applications, hardware, and networking concepts.
• Familiarity with service‑desk ticketing systems and incident‑management procedures.
• Experience with endpoint management solutions such as SCCM, Intune, and Jamf.
• Strong problem‑solving and analytical abilities with attention to detail.
• Excellent communication and interpersonal skills with a customer‑oriented approach.
• Ability to work under pressure, manage multiple tasks simultaneously, and participate in on‑call rotation including weekends and holidays.
• Willingness to work onsite in the Hong Kong office five days a week.

Required skills

• Windows operating system
• macOS operating system
• Linux operating system
• SCCM (System Center Configuration Manager)
• Microsoft Intune
• Jamf