Overview
In this role you will be the primary technical contact for global IT support, resolving issues across end-user devices, enterprise apps, and collaboration tools. You’ll work within a technology team driving open-source experimentation and enterprise agility to keep IT systems reliable for a global workforce. You will tackle complex incidents, contribute to knowledge sharing, and help optimize service delivery and automation. This is a hands-on, customer-focused position that supports a fast-paced, 24×7 environment with a strong emphasis on documentation and continuous improvement. You’ll have a meaningful impact by improving user experiences and operational excellence in a global context.
Pay / Benefits
- Private medical and dental insurances
- Generous parental and family leave policies
- Volunteer opportunities
- Affinity groups support
- Mental and physical wellness programmes
- Tuition assistance
Responsibilities
- Provide high‑quality technical support via phone, chat, email, and self‑service channels with white‑glove service
- Diagnose and resolve incidents across Windows/Mac, Microsoft 365, collaboration tools, and enterprise apps
- Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, and mobile device management
- Log, categorize, prioritize, and manage tickets in the ITSM platform according to SLAs and aim for first‑contact resolution
- Escalate complex issues with clear documentation and handoff notes to downstream teams
- Create and maintain knowledge base content with troubleshooting steps and best practices
- Participate in shift handovers and follow‑the‑sun coverage
- Identify opportunities for automation and self‑service improvements
- Maintain strong documentation discipline and contribute to continuous improvement initiatives
- Communicate clearly with users, manage expectations, and stay composed under pressure
Key requirements
- 3+ years in Service Desk, Help Desk, Desktop Support, or Technical Support in high‑volume environments
- Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices
- Experience with ITSM platforms (ServiceNow, Jira) and ITIL‑aligned operations
- Excellent verbal and written communication with ability to manage multiple incidents and meet SLAs
- Professionalism and adaptability in fast‑paced, global environments
- Experience in financial services environments, including trading or market‑data platforms (e.g., Bloomberg)
- Bachelor’s degree in computer science or related discipline, or equivalent practical experience
- Willingness to work in a 24×7 rotational shift and in-office five days per week
- Strong analytical troubleshooting and documentation quality
- Certifications such as HDI‑SCA, CompTIA A+, ITIL Foundation (or willingness to obtain)
- Professionalism and composure
- Strong communication
- Prioritization and multitasking
- Windows and Mac support
- Microsoft 365 administration
- Active Directory
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