IT Support Engineer

• Ideal range: 3 to 5 years of IT support experience
• Not seeking: or very senior candidates (10+ years) due to nature of tasks being simple/routine
• Project work: Candidates should have worked on at least 1 2 projects before.
  

1. Windows Troubleshooting:
   
   • 99% of users are on Windows (mostly Windows 11/10)
   • Deep knowledge in troubleshooting Windows environments is essential
     
2. PowerShell:
   
   • Required to read and execute scripts
   • Writing scripts is a plus but not mandatory
     
3. Linux (Basic):
   
   • Should be able to read and understand code, because they will need to support Linux Server
   • Ability to make small modifications; programming skills not required
     
4. Basic Networking:
   
   • Examples: Troubleshooting Wi-Fi issues, understanding how to connect laptops
   • No work involving routers, switches, or firewalls (handled by another team)
     
5. Nice-to-Have Skills:
   
   • Knowledge of Mac troubleshooting is a plus, but not required
   • Experience with mobile device management (MDM) tools (iOS) could be helpful
   • Familiarity with Linux-based systems for small troubleshooting needs
   • Any certifications like Network+, CompTIA+, MCSA, CCNA are a bonus
     

• Strong verbal and written communication
• Professional demeanor and ability to work with VIP users, traders, and global teams
• Timely, respectful, and professional communication is critical
  

• System Support Engineering Team: 12 members (this role will join this team)
• Overall IT Support Team: ~20 members (includes Guan's team of 9)
• Team supports approx. 2000 users globally

• First Month (Training):
  • Expectation to be onsite at least 3 days/week
  • Full-time training with shadowing, videos, and materials provided
  • No technical work in the first 5 weeks
• After First Month:
  • Only 5 days per month onsite required
  • Flexibility requested during emergencies (e.g., vacation coverage)

• Initial Term: 6 months (will be extended)
• Intent: Long-term engagement (1 2 years or more preferred)
• Renewal cycle is every 6 months
  

• Two rounds of interviews
  • Each round: ~45 minutes
  • Feedback turnaround: Same day or next morning
  • Third round is rare (only if conflicting feedback from first two interviewers)
    

• Working hours: 8 AM 5 PM EST (no after-hours, no rotations)
• Global support: Candidate will respond to tickets from any location (US, China, London, etc.)

The reason for this hiring is: they have multiple projects ongoing.

We are seeking an IT Support contractor who will serve as the primary provider of IT support to users throughout our global enterprise. In this dynamic position, you will be exposed to multiple IT disciplines including Windows Workstation, Windows Server, MS Exchange, Linux, switches, and telecommunications. The successful candidate will have a strong interest and background in PC Hardware, desktop operating systems, and network functionality. The IT support contractor is the principal owner of service requests as well as the customer's overall satisfaction, resolving issues independently, or following appropriate escalation processes when necessary. Main responsibilities of this role include:

• Acting as a point of contact for end-users to receive support and maintenance for systems in a Windows and Linux environment;
• Effectively using your knowledge base and other tools to diagnose and resolve hardware, software, network and account-related issues;
• Deploying, installing, and maintaining PCs and software, including tending to all adds, moves, and changes;
• Appropriately documenting all required information in call tracking system;
• Diligently creating and maintaining knowledge base as appropriate;
• Exercising appropriate workflow and time management;
• Carrying out additional duties, which may vary based on your skillset and your specialization.

Requirements Include:

• Familiarity with common IP networking technologies and troubleshooting techniques.
• Excellent communication, presentation, and client-facing skills.
• Demonstrated responsiveness, resourcefulness, and follow through.

Additional Preferred Qualifications Include:

• 3 to 5 years of experience in an IT-related field.
• Experience in administering accounts and policies in an Active Directory environment.
• Proficiency with troubleshooting and resolving problems pertaining to workstation connectivity, MS Office, and malware.
• Ability to debug and improve infrastructure installation and configuration scripts written in Powershell and BASH
• Experience with Linux repository management, system patching, and CLI(Command-Line Interface) administration.
• MCSE (Microsoft Certified Solutions Expert) or Industry-level certification such as LPI (Linux Professional Institute Certification) or similar.