IT Service Engineer

Could you introduce yourself and tell us about you? Your current / recent jobs and employers? Previous companies and jobs? He has been in the Fintech industry for 8 years. He completed his degree inComputer Science from University of XXXX. He started in a technical support role at a financial software company, then moved to an electronic trading solutions provider as a production support analyst, then to the equities technology team of a global investment bank, and is now a Application Support Analyst at a regional brokerage and trading technology firm. In his current role he is the escalation point for production incidents that affect order entry, order routing and trade execution, and he works day to day with traders, sales-traders, dealing desks, operations, developers, network and infrastructure teams, vendor support and compliance. On a daily basis, he starts before the market open with system health checks and readiness confirmation, then spends the trading session monitoring alerts and handling desk queries, and the rest of the day on incident follow-up, change coordination, testing with clients and venues, and documentation. In the evenings or on weekends he joins releases and upgrades when they are scheduled. He spends a good part of the week on onboarding work for new clients and new market connections, and on service review meetings with business users and vendors. What skill(s) / experience would you self-describe as strongest or specialist in? Strongest skill would be live production support for equity trading platforms, especially Fidessa. He has supported it through version upgrades, configuration changes, user and entitlement set-up, routing rule changes, market data issues and end-of-day processing. When something goes wrong during the session, he follows a fixed approach: check the health of the application and gateways, trace the order through its lifecycle, find the failing component, work with the right team on a fix or workaround, and keep the desk updated until service is restored. Another strength is FIX connectivity. He reads raw FIX logs to understand why an order was rejected, delayed or left unacknowledged, and he can tell whether the problem is on the client side, inside the broker’s platform or at the exchange or venue side. He has handled logon failures, sequence number gaps, resend requests, heartbeat timeouts and cancel/replace problems, and he has run certification and regression testing for new client links and for venue-side changes. He is also disciplined about process. He uses JIRA to manage incidents, problems and changes, prepares post-incident reviews with root cause and preventive actions, and writes runbooks and knowledge articles so that repeat issues are solved faster by the wider team. He has helped reduce repeat incidents by setting up ticket categories, escalation workflows and dashboards. He is also, hands-on with Splunk, SQL, Linux/Unix shell and Control-M.

1.       Could you introduce yourself and tell us about you? Your current / recent jobs and employers? Previous companies and jobs? He is a Field Support Technician with over 1 year of experience keeping retail technology and smart hardware running smoothly on-site. In his recent contract work, he spent most of his time out in the field visiting store locations to inspect hardware, swap faulty components, and clear network connectivity bottlenecks on smart kiosks and connected retail equipment. He acts as a reliable extension of remote engineering teams on the ground—showing up on-site, assessing physical and technical issues methodically, and sending clear, structured notes and log data back to the backend team so problems get fixed quickly. Before doing field calls, he worked as a Junior IT Support Specialist where he handled everyday user tickets, set up hardware, and learned the basics of network configuration. He is used to traveling around Hong Kong for work, feels comfortable speaking directly with local store staff or client representatives to ease their concerns, and takes pride in getting hardware back online without fuss. 2.       What skill(s) / experience would you self-describe as strongest or specialist in? His biggest strengths are on-site troubleshooting and clear communication. He knows how to work through a hardware diagnostic checklist step by step: whether that means checking power and telemetry connections on a smart camera, verifying network signals, or testing sensor inputs on a automated unit. He gathers the data, runs the basic physical resets, and relays exact details back to the core tech team. During a hardware update cycle for a local retail network, he completed site visits to 14 separate locations across Hong Kong in one week. He identified loose wiring and signal drops on smart camera units at several locations, performed on-site resets, and uploaded detailed diagnostic logs to the central portal—restoring stable connections across all sites with zero client escalations.