Job Description
At Galaxy, we are building products and services to help the world invest in economic progress. We believe crypto and blockchain innovations will permeate and improve all aspects of our global economy. Our vision is a society where value and ownership flow as freely as information. Galaxy is a digital asset and blockchain leader helping institutions, startups, and individuals access and navigate the crypto economy. As one of the most well-capitalized and trusted companies in the industry, we provide platform solutions custom-made for a digitally native ecosystem across three complementary operating businesses: Global Markets, Asset Management, and Digital Infrastructure Solutions.
What We Value
- Seek Excellence.
- Be Selective To Be Effective.
- Be Highly Aligned, Loosely Coupled.
- Disagree Transparently.
- Encourage Independent Decision-Making.
- Build Dream Teams.
Who You Are
As our Senior Desktop Support in Hong Kong, you will support the firm and its users globally. The role will involve direct as well as remote end user support. In this position, you will leverage your firsthand experience involving technology and security implementations that go beyond a typical financial services organization of this size and be part of a nascent industry with enormous growth possibilities. The position requires daily on-site presence at Galaxy’s offices in Hong Kong, in addition to working on off-hours support tasks as well as nights and weekends as needed.
Key Responsibilities
- Serve as the IT Lead for our Hong Kong office, managing day-to-day IT operations.
- Oversee the work of a Level 1 support engineer, ensuring quality, consistency, and alignment with team standards.
- Work closely with the IT & Security team to ensure users are well-supported for IT usage.
- Provide high-touch white glove service to executive users as well as responsive, high-performance trade support.
- Deliver hands-on deskside and remote technical support across hardware, software, and network issues.
- Create and track desktop support ticketing and case management.
- Lead local device rollouts, onboarding/offboarding, and hardware lifecycle and asset tracking.
- Coordinate with global IT Desktop and Helpdesk teams to align on standards, processes, and escalations.
- Manage and prioritize the local IT support ticket queue, ensuring SLAs and service quality are met.
- Provide off-hours support and escalation via phone and remote access as required.
Job Requirements
- Bachelor’s degree in Information Technology or equivalent work experience.
- At least one technical certificate such as A+, Network+, Microsoft MTA, Cisco, etc, is a plus.
- Excellent interpersonal and customer service skills.
- 5+ years of experience in technical support, including 3+ years of deskside or trade floor experience.
- Proven ability to deliver white glove support to executives and responsive trade support in fast-paced environments.
- Strong working knowledge of both Windows and Mac OS operating systems.
- Hands-on experience with MDM platforms such as Airwatch, Jamf, or Microsoft Intune.
- Solid understanding of Office 365, Active Directory, and networking fundamentals (TCP/IP, DNS, DHCP).
- Experience with hardware deployment, mobile device support, and enterprise software troubleshooting.
- Excellent interpersonal, communication, and organizational skills.
- Ability to work independently and take ownership of local IT operations.
Bonus Points
- Relevant certifications such as CompTIA A+/Network+, Microsoft, or Cisco are a plus.
What We Offer
- Competitive base salary and discretionary bonus.
- Competitive paid time off.
- Company-paid health and protective benefits for employees and their eligible dependents.
- Free virtual coaching sessions through Headspace.
- Free daily snacks in-office, and lunch on Mondays.
- Opportunities to learn about the Crypto industry.
- Smart, entrepreneurial, and fun colleagues.
Equal Opportunity Employer
Galaxy respects diversity and seeks to provide equal employment opportunities to all employees and job applicants for employment without regard to actual or perceived age, race, color, creed, religion, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital or partnership or caregiver status, ancestry, national origin, citizenship status, disability, military or veteran status, protected medical condition as defined by applicable state or local law, genetic information or predisposing genetic characteristic, or other characteristic protected by applicable federal, state, or local laws and ordinances.
We will endeavor to make a reasonable accommodation to the known limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete the application process or to participate in an interview, please contact us.
