GEUS – IT Support Engineer

HedgeServ is a leading global fund administrator with more than $450 billion in assets under administration across all investment vehicles including Hedge Funds, Private Equity Funds, UCITS, Hybrid Credit Managers, Funds of Funds and Managed Account Platforms. We optimize our clients’ experience using unique proprietary technology coupled with robotic process automation, intuitive digital programs powered by machine learning, and enhanced by an extensive proprietary transaction data set. HedgeServ’s entrepreneurial and innovative spirit cultivates a productive and agile environment enabling its team to anticipate clients’ needs and consistently deliver solutions in real time. Led by the most experienced team of industry experts, HedgeServ with 1,500+ professionals around the globe expertly provides customizable solutions for their clients’ risk, portfolio management, middle office, investor relations, accounting, regulatory, compliance, and tax services. Since its inception in 2008, HedgeServ has received numerous accolades, including Top Overall Administrator and #1 rankings for Fund Accounting, Reporting & Reporting Technology, Client Service, Investor Services, Alternative Fund Expertise, and Regulatory Expertise.

HedgeServ is a progressive company with continuously evolving ways of working to ensure a future-focused mindset. Our employees benefit from a robust career development framework and clear learning paths which outline career trajectory, training and progression plans. HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. HedgeServ was recognized as a Next Gen employer by RippleMatch on its list of 100 top workplaces for Generation Z for 2022. HedgeServ operates 13 offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, Philippines and Australia.

Job Description

As a GEUS IT Support Engineer, you will join a global support organization responsible for providing technical support to all end user technologies, currently implemented and offered to our Enterprise.  We are looking for a competent front-end support professional to provide timely and valuable technical assistance on IT systems across a large and diverse pool of technical services portfolio. You will answer queries on basic technical issues and offer assistance to resolve them. You will troubleshoot, configure, and deploy devices and conduct other daily support activities aimed to help and enhance our user community’s productivity. You are expected to perform timely and quality resolution to issues and record them in our ticketing system - Service Desk Plus, while always providing an optimal customer services experience with every interaction. This position reports to the “Global End User Services - Manager” located in Dublin. The incumbent candidate may need to assist in other sites’ technical operations within Krakow and as needed, in any of our 10 offices located in six different countries. In addition, this role will participate in various project planning and execution activities with the Global Support groups and other IT groups within the Information Technology division at HedgeServ.

Essential Functions

• Onsite end user technical support at our new Gdansk, Poland office
• Provide quality and fast resolution to service and incident requests submitted to our support center via phone, email, and ticketing system
• Consistently document all information related to service and incident requests to ensure all interactions with customers and peers are documented in our Ticketing Systems and others information systems
• Actively capture, create, and correct help articles for our Support Knowledge Base
• Assist in keeping IT support process documents up-to-date
• Open support cases with software and hardware vendors when required
• Establish and follow assigned priorities based on business and operational needs
• Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs
• Assist user community with the installation and configuration of IT equipment such as PCs, Laptops, Apple Macbooks, printers, IP Phones, etc.
• Assist with training for new and existing users regarding existing and new technologies
• Basic troubleshooting of network and voice infrastructure
• Support iOS and Android mobile devices
• Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams
• Define and create standard operating procedures (SOP) to promote consistency across the various layers of services offered
• Travel to remote sites for IT projects and field installations as required
• Conduct weekly asset management and inventory of spare parts
• Work with procurement staff to purchase hardware and software
• Carrying out other duties as management may request of you

Minimum Qualifications

• Associate degree in technology and 2 years’ work experience in a related field
• A minimum of 3-5 years’ experience in supporting Windows and Mac operating environments
• Experience with Office 365 suite required
• Proficiency in dealing with a variety of computer systems/applications required
• Detail-oriented and able to manage multiple priorities
• Ability to work well in a team environment
• Excellent verbal, written and analytical skills
• Strong diagnostic, problem solving and communication skills
• Proactive self-starter, with minimal guidance or management required.
• Be self-motivated and have the ability to work on their own as well as part of a team
• Must be a good communicator
• Should expect to be available after hours at short notice and work from home when required

Experience

The right candidate is expected to have some experience or exposure to one or more of the following technologies:

Windows core and Network infrastructures

DHCP/DNS, Domain controllers, Active directory/Group Policies, Patch management, Windows server 2003/ 2008/2012 OS, Exchange Server and Email routing, Office 365, TCP/IP Switching and Routing, Firewall and Web Proxy, Windows 10 and 11 support, Microsoft Office 2010/2013/2016 support, Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), System Center Configuration Manager (SCCM), Software Deployment, Manage Engine SDP and Desktop Central, Cylance, CrowdStrike, PowerShell scripting