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Hong Kong, Hong Kong SAR, HK

IT Support Engineer

About Swiss Re


Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work.



About the Role 

  • Undertakes various roles including: incident analyst, problem analyst, service request engineer and knowledge mgmt. editor 

  • Ensures that systems and services are adequately supported, upgraded and managed to meet Service Level Agreements and business related moves and changes (as well as the related changes in system configuration and configuration database).  

  • Ensures that all incidents and service requests are fulfilled within the defined SLA. Escalate any incident or service request which breaches its SLA to the appropriate process manager. Provides timely and effective support which adheres to department standards, policies and OLA’s. 

  • Is the key contact person for business customers in his location in delegation of Senior Manager Field Services of the respective area (plays the role of the local IT representative). 

  • Shares knowledge within the team and ensures that knowledge is appropriately shared and documented within the knowledge base. Delivers Know-how to customers related to the provided hard- and software. 



  • Service Desk /Contact one

  • Incident, Request and Problem Managers 

  • Service Delivery Managers 

  • All 3rd Lines 


Main responsibilities of the role 

  • Address/Create incident tickets from area queue, achieve and document resolution. Assign tickets to transfer group for resolution. Apply and coordinate workarounds and solutions.

  • Validate and approve request (hardware/ software) ensuring that it is appropriately assigned within the policy guideline. Educate and provide consultancy to requestors if needed for any further clarification or when request is not matching the role or function of customer. Update asset inventory and execute procurement process for hardware and software whenever appropriate including the Staging of Swiss Re workplace (hardware provision). Decommission hardware when required. Deliver the requested hardware /software requested with appropriate tasks to be carried out. Complete tickets for tasks assigned with appropriate updates and closure 

  • Attend Release changes and Product tests with guidance of the System Engineer in consideration to the security policies and Change management standards of Swiss Re  

  • Lend and administer equipment borrowed; instruct travelling users, provide meeting-room support 

  • Provide support on a timely and effective basis, adhering to departmental standards, policies and OLAs minimising adverse impact of incidents and service failures on business operations.  

  • Provide support to various sections in IT such as the problem management to discuss and resolve incidents and problems related to support of deployed hardware in the field. 

  • Ensure that knowledge articles published in the database meet technical and communication requirements 

  • Manage customer expectations with conflicting priorities and diversified line of business  

  • Communicate timely, appropriately, clearly to both internal and external IT units and customers  


About the Team

The Branch IT Services Management team is situated within the Employee Workplace Focus Area, under the Group Technology Services (GTS) division in Swiss Re.


Our mission in Branch IT is to meet and exceed customer expectations, through the provision of a timely, professional and an efficient onsite local support service at every customer interaction, underpinning our Digital Workplace strategy. We ensure our customers can use our services and products from day one (onboarding)​ and to provide end user support when needed while ensuring minimal interruptions and productivity loss.


We actively leverage a global environment that fosters an open, collaborative, and unifying culture, enabling us to support our customers and each other in a manner which is efficient, effective and friendly.


About You

  • Minimum 2 year's experience working within an IT Customer Service environment providing a proficient standard of support in relation to the above Job Description and Disciplines

  • You are passionate about operational excellence and known by a positive "can do attitude".

  • You will have a track record in establishing and building credibility quickly and maintaining relationships with internal and external clients, direct reports and peers

  • You have a good command of cross functional working and cultural sensitivity.

  • You are a great team player

  • You can collaborate effectively with team members, express technical leadership supporting your views and ideas while keeping open to different opinions, being fearless and always supplying to the overall growth of the team

  • You will have a sound know-how in hardware lifecycle management and desktop engineering experience with client computing automation, management, collaboration and virtualization technologies


In addition, you can demonstrate the following expertise and experience:

  • Education / Work Experience: Degree or qualification in an IT related discipline or equivalent technical and business experience.

  • Ownership and initiative: You can take ownership of problems and proactively work with the relevant parties to resolve issues and conflictsUsing Own Initiative: You can drive topics on your own, be a strong team player with a critical results-oriented attitude

  • Communication Skills: You are able to communicate well with peers and stakeholders across all levels of an organisation, with excellent command of English

  • Flexible and adaptable in a changing and challenging environment; working well under pressure, are able to think ‘out of the box’ when unexpected or unplanned events arise

  • Experience of cross functional working and cultural sensitivity.

  • Preferred knowledge of IT Service Management and reporting tools such as Service Now (SNOW), Jira, MySpend, Power BI


Technical Disciplines

  • Excellent knowledge and experience in using and supporting: Workplace Hardware; Desktops, Laptops, Monitors, Multifunctional devices, Peripherals

  • Microsoft Windows 10 Operating systems

  • Microsoft Office 365 products, inclusive of Outlook, Excel, Word, Teams, Skype for Business, PowerPoint, Power BI, etc.

  • Microsoft System Management & Deployment tools including SCCM, Azure and Intune

  • Mobile Devices (iPhone / Android) and Mobile Device Management Tools (MDM)

Reference Code: 115188 


Job Segment: Data Management, Procurement, Change Management, Data, Operations, Management