Helpdesk
Helpdesk
We are seeking an experienced and dedicated IT Support Specialist to join our team and provide exceptional first-line technical support across all departments. This role is essential for ensuring the smooth operation of our technology systems, assisting staff with a variety of hardware, software, network, and telephony issues. You will play a key role in managing the helpdesk ticketing system, troubleshooting technical challenges, and collaborating with both internal teams and external vendors to find efficient solutions. With a focus on providing top-tier support in a fast-paced, high-stakes environment, you will contribute to the overall success of the firm’s IT operations. If you are a seasoned IT professional with a background in the asset management, hedge fund, or investment banking industry, we invite you to join our team and be a key player in ensuring our technology infrastructure remains robust and efficient.
Responsibilities
- Provide first-line technical support to staff across all departments, ensuring prompt and efficient resolution of hardware, software, and network-related issues
- Monitor and manage the helpdesk ticketing system, prioritizing and escalating issues when necessary, and ensuring timely resolution
- Troubleshoot and resolve a wide range of technical issues, including computer hardware, software, networking, remote access, and telephony
- Maintain a strong understanding of our technology stack, including proprietary applications and systems used within the hedge fund industry
- Collaborate with other technology team members and external vendors to address more complex issues and implement solutions
- Build a strong and efficient relationship with the main Managed Services Provider
- Participate in the onboarding and offboarding process, setting up and decommissioning user accounts and equipment as needed
- Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles
- Contribute to the continuous improvement of helpdesk processes and procedures
- Provide after-hours and on-call support as needed such that the firm has a 24/7 worldwide coverage
Requirements
- A minimum of 10 years' experience in helpdesk or IT support roles
- At least 5 years of experience working in the asset management, hedge fund or investment banking industry
- Strong knowledge of Windows operating systems, Microsoft Office Suite, and common desktop applications
- Familiarity with networking concepts and troubleshooting (TCP/IP, VPN, DNS, DHCP)
- Experience supporting remote access solutions, such as Citrix and VPN
- Excellent problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex technical issues
- Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users
- A customer-focused mindset and a dedication to providing exceptional support to our employees
FAQs
Congratulations, we understand that taking the time to apply is a big step. When you apply, your details go directly to the consultant who is sourcing talent. Due to demand, we may not get back to all applicants that have applied. However, we always keep your resume and details on file so when we see similar roles or see skillsets that drive growth in organizations, we will always reach out to discuss opportunities.
Yes. Even if this role isn’t a perfect match, applying allows us to understand your expertise and ambitions, ensuring you're on our radar for the right opportunity when it arises.
We also work in several ways, firstly we advertise our roles available on our site, however, often due to confidentiality we may not post all. We also work with clients who are more focused on skills and understanding what is required to future-proof their business.
That's why we recommend registering your resume so you can be considered for roles that have yet to be created.
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