System Engineer (End User Computing)

Job Responsibilities

1. Provide timely and professional end-user IT support to employees through various channels, including email, telephone, internal messaging platforms and onsite support, in accordance with the Bank’s established service standards.
2. Manage IT service requests and incidents through the IT Service Management (ITSM) platform, including ticket logging, classification, resolution, progress updates and closure. Perform regular analysis of ticket data to identify recurring issues, improve service processes, enhance user satisfaction and ensure achievement of Service Level Agreement (SLA) targets.
3. Install, configure, troubleshoot and maintain end-user hardware and software, including desktop PCs, laptops, printers, scanners and Virtual Desktop Infrastructure (VDI) clients. Diagnose and resolve Windows operating system and application-related issues to ensure business continuity.
4. Perform day-to-day monitoring and administration of the VDI environment, including image and version management, resource capacity management and performance optimisation, to ensure the stability, security and performance of virtual desktop services.
5. Implement and maintain endpoint security controls in accordance with the Bank’s information security policies and standards. Perform endpoint security baseline checks and system hardening, and coordinate vulnerability scanning, patch testing, deployment and remediation for operating systems and applications to ensure compliance with the Bank’s security requirements.
6. Maintain accurate inventories of end-user hardware and software assets and manage equipment issuance, return and storage processes. Conduct periodic asset verification and monitor resource utilisation. Manage the lifecycle of end-user computing assets to optimise resource allocation and asset utilisation.
7. Prepare, update and maintain technical manuals, Standard Operating Procedures (SOPs), user guides and knowledge base articles, ensuring that all technical documentation is accurate, complete and appropriately protected.
8. Coordinate with third-party service providers and equipment vendors on system upgrades, large-scale endpoint deployments and technical troubleshooting. Monitor vendor performance and validate deliverables to ensure that services and projects are completed on time and in accordance with the Bank’s technical, quality and compliance requirements.
9. Support endpoint-related procurement activities, including procurement initiation, outsourcing and contract reviews, product evaluation and selection, and the development of technical specifications.
10. Perform other IT support and operations duties as assigned by the supervisor, and actively participate in technical knowledge sharing and team development activities.

Job Requirements

1. Education: Bachelor’s degree or above in Computer Science, Software Engineering, Information Management or a related discipline.

2. Work Experience: At least 3–5 years of relevant experience in IT operations, end-user computing or technical support. Experience in the banking or financial services industry required.

3. Language Proficiency: Strong written and verbal communication skills in both English and Chinese, as the role requires regular communication and coordination with Chinese-speaking counterparts at the Bank’s Head Office on IT operations, technical issues and related matters.

4. Technical Skills:

• Proficient in the installation, configuration and maintenance of Windows client operating systems.

• Strong understanding of Active Directory architecture, with hands-on experience in using Group Policy (GPO) for access control and policy deployment.

• Familiar with Microsoft System Center Configuration Manager (SCCM) or other endpoint management solutions, with experience in patch management, mass software deployment and IT asset scanning.

• Knowledge or experience in VMware virtualisation platforms and Virtual Desktop Infrastructure (VDI) would be an advantage.

• Practical experience in implementing IT operations automation would be an advantage.

5. Professional Certifications: ITIL Foundation certification or relevant technical/vendor certifications would be an advantage.

6. Execution and Problem-Solving: Strong time management and multitasking skills, with the ability to independently and efficiently manage service tickets, troubleshoot technical issues and resolve incidents.

7. Documentation: Good written communication skills, with the ability to prepare clear and structured technical manuals, user guides, incident analysis reports and knowledge base articles.

8. Service Orientation and Resilience: Strong service orientation and team spirit, with the ability to perform effectively under pressure and maintain professionalism and composure in a fast-paced and demanding work environment. Proactive, responsible and committed to delivering high-quality work.

9. Information Security and Compliance: Strong understanding of information security, confidentiality and compliance requirements, with a high level of personal accountability and discretion. Able to comply strictly with the Bank’s policies, applicable laws and regulations, and maintain high standards of professional conduct and confidentiality.