Desktop Support

Desktop Support Engineer

Desktop Support Roles and Responsibilities

a) Provide IT technical onsite support for end user services problem which includes

identification, diagnosis, rectification and escalation.

b) Offsite Standby support for emergency incidents / cases after office hours on a weekly rotational basis amongst the team personnel.

c) Duty Engineers on standby are to answer all incoming calls within 10 rings. In the event

of a dropped / missed call, the duty engineer is to return call within 15 mins of the dropped

or missed call.

d) Installation, re-installation, troubleshooting and reconfiguration of Bank's standard

processor (including but not limited to Intel, AMD, MAC) based desktops, notebooks,

printers, iPads, scanners hardware components. Examples of such components are hard

disk drive, CD-ROM drive, DVD-ROM drive, CD/DVD writer, multimedia kit, random access

memory, processors etc.

e) Installation, re-installation, troubleshooting and reconfiguration of Microsoft Windows and

Microsoft applications and MobileIron that are found in the Desktop PCs and Notebook

PCs. Examples of such software are Windows XP/7 OS or any Oversea-Chinese Banking

Corporation Limited standard desktop OS, MS Office, Internet Explorer, MS Outlook, MS

Outlook Express and Chinese version of the similar software, etc.

f) Installation of Customer access and in-house applications. Facilitate assistance in

Software Distribution services for Customer's users.

g) Perform data removal from hard disk by following Customer's Hard disk disposal

procedures (eg. scrubbing, degaussing, and documentation of disposal list).

h) Manage (liaison for queries, escalation, problem determination and resolution, and MAC –

move, add and change) 3rd party vendors.

i) Provides support for queries, escalation, problem determination, resolution, and MAC –

move, add and change.

j) Provide MAC (move, add and changes) for IT infrastructure services.

k) Provide desktop software support (to configure / troubleshoot Microsoft Office suite / in

house application)

l) Provide desktop support for BCP and BCP exercises.

m) Printer Maintenance (Comprehensive includes Maintenance Kit)

- 1st level problem analysis and troubleshooting

- Repair and replacement of expandable mechanical parts (such as transfer & pickup

rollers, swing blades, etc.).

- Coordinate with the Vendor (warranty) and ensure that the printers are restored to

working condition

- Configuration and setup including print server

- Yearly preventive maintenance

Requirements

a) Min 4 years of experience in administration and support of Desktop Applications.

b) Standard OA support, GL OMS trading platform support, knowledge on SGX application

c) Able to understand the workflow to SGX, SSH, STFP

d) Provide Level 1 network troubleshoot, Kiosk PC and switches support,

e) Provide Level 1 support to OSPL Remisiers & Dealer, Support Dealing Board, BT

Phone, Support VPN, iPad, iPhone, MacBook etc.

f) Attend to Trader in the shortest time, due to trading price/volume.

g) Support OCS and NBR users

h) Able to perform basic network troubleshooting, Telnet, tracert, hopping, DNS, McAfee

Scanning (blocking IP)

i) Good understanding in AD, group policy, proxy setting, Power Excel, latest Windows

OS

Hours of Coverage

a) The requested Working Hours are between 9.00am - 6.30pm, from Mondays to Fridays.

The coverage hours exclude Sundays and Public Holidays.

b) Resident Engineer(s) will be assigned for standby duty and shall provide 7x24 hours oncall

standby support during non-working hours, including Saturdays, Sundays and Public

Holidays. The Engineer shall response onsite within 2 hours upon activation (OT claims

apply without prior approval).

c) The assigned Resident Engineer will not have a cover during the period he is away on

annual leave, medical, reservist and/or unpaid leave.

d) Should the Engineer(s) be required by the Customer to work outside the above hours of

coverage, Over-Time will be paid to the Engineer(s) and such costs will be