Desktop Support/Software Engineer/IT Infrastructure Delivery

Job description

Job Title

Software Engineer

Department

ITID – Client Services

Location

Reporting to

Project Manager

Vacancy Reference

Issue Date

Last date of receipt of Application

Position(s) available

01

Purpose of Department

IT Operations consists of a set of diversely skilled professionals who offer technical support on various platforms with different levels of complexity on Information Technology related areas to HSBC Staff across the globe.

Job Description

The Proton Support team is responsible for supporting and maintaining Proton as the End User Services Consumption alignment and volumes reporting tool, and as the Inventory Management tool for the CWD platform. Proton also supports data feeds and interactions with many other solutions such as Server SSD and CWD device owner data, helpdesk toolkit, GSR, MSC, and many other IT systems. Will work closely with teams across all EUS costpools, Billing and Finance teams, as well as supported solutions owners to ensure Proton is fit for purpose and assist stakeholders with required actions.

Responsibility can take the form of:

· Respond to queries that come in to the central Support mailbox

· Coordination and implementation of change events including afterhours and weekend events when scheduled.

· Creation and maintenance of Reporting in an SSRS environment

· Maintaining of coordination of JIRA orderbook items

· Creation and maintenance of Sharepoint and Confluence resources, including Guides, Documentation, and links to all pertinent Proton applications and processes

· Creation and Maintenance of Management MI reporting as required

· Maintaining of and testing of releases in dedicated Dev environment.

Skills/Experience Required

Essential Skills

· Ability to work under pressure and deliver within limited timescales

· Experience and comfort level in supporting and analysing large data sets

· Experience and familiarity with Inventory Management concepts

· Working knowledge of SQL, Report Builder, and associated technologies

· Knowledge on Windows Platforms, Windows 7, 8, 10

· Overall understanding of the CWD desktop environment/infrastructure and relevant tools.

· Experience in Information Technology industry or equivalent.

· Good communication and presentation skills, both verbal and written.

· Strong analytical skills to quickly assess situations or a new environment, their impact and options for resolution.

· Experience in working on a large scale projects. Experience with large scale release projects.

Ideal Skills

· Experience supporting a diverse user base with various stakeholders (customers, data owners, billing teams, management)

· Good customer service skills gained from an IT support environment

· Overall understanding of the CWD desktop environment/infrastructure and relevant tools

· Good knowledge of SQL

· Experience with implementing/maintaining Business Intelligence solutions

· Working knowledge of APIs

Desired profile

Qualifications :

NA