Junior Client Support Analyst

ABOUT THE COMPANY

Bare Cove Technology (BCT) is an award-winning IT and cybersecurity solutions provider. Our team is made up of proven leaders in the fields of cybersecurity, software development, cloud technologies, and IT infrastructure and design. We support the top asset managers in the Asia Pacific region, helping our clients meet the evolving expectations of institutional investors and global regulators.

Bare Cove Technology is in a rapid-growth phase and onboarding new clients across Hong Kong, Singapore, and Australia. To support our continued growth, Bare Cove is looking to add several new members to the team.

 ABOUT THE ROLE

Bare Cove Technology is looking for a Junior Client Support Analyst to join our growing team. The candidate will be focused on providing high quality support analysis for the technology needs of Asia’s leading hedge funds and asset managers. The candidate will also have opportunities to be involved in website and system development, and cyber security testing and automation, and to learn from senior engineers, account managers, and project managers.

This role is based in our Sheung Wan office. The candidate will be reporting to the Head of Client Support.

 Job Duties:

• Provide remote and onsite technical support to clients
• Escalate urgent and complex tickets to network and systems engineering team and work with colleagues to resolve
• Respond to client support requests within documented SLAs
• Keep ticketing system up to date with internal and external updates and time entries
• Upgrade computer hardware and software for our company and clients as required
• Assist with website design and development for our company and clients
• Assist the development team with basic scripting and quality assurance testing
• Provide support for mobile applications, cloud applications, and on-premise hardware
• Support ongoing monitoring systems and reply to all monitoring alerts within documented SLAs
• Prepare, review and provide feedback on technical audit and cybersecurity reports
• Provide correct and complete documentation of all incidents, with an accurate description of all troubleshooting steps followed, and root cause analysis

 Required Skills and Qualifications:

• Interest in IT, cyber security and software engineering
• Open mindset, eager to learn, open to new ideas
• Proven ability to function in a self-directed environment
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Innovative thinker who is positive, proactive and readily embraces change
• Ability to handle clients professionally at all times
• Strong written and verbal communication skills
• Willing to work outside standard business hours
• Native or fluent English
• Bachelor’s Degree

Nice to Have Skills and Qualifications:

• Strong understanding of general IT support including using various methods of remote support
• Experience with AWS and Microsoft Azure
• Experience supporting Microsoft O365
• Experience with MacOS and Windows OS
• Experience with on premise and cloud infrastructure
• Experience with cloud native applications
• Knowledge of ITIL framework
• Good understanding of networking technologies
• Web Development experience
• Knowledge of Python and SQL