Tech Hub L1 Engineer

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

Our IT function partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients. We strive to be a leading-edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first-class services.

The Tech Hub L1 (Service Desk) Engineer position requires a combination of strong troubleshooting, technical, communication, and customer service skills.

As a Tech Hub L1 (Service Desk) Engineer, you are the first point of contact for our colleagues in the business across the globe. Our business relies on you to provide first-class support services to resolve issues and fulfill customer requests in a timely and professional manner. 

Responsibilities

What to expect day to day

• Responding to User Requests: Tech Hub Engineers are responsible for answering phone calls, emails, and chat messages from end-users who need assistance with IT-related issues. They must ensure that all requests are acknowledged in a timely and professional manner and that all necessary information is gathered to resolve the issue.
• Troubleshooting: Tech Hub Engineers must have a good understanding of hardware, software, and networking components to be able to troubleshoot issues quickly and effectively. They should be able to diagnose and resolve problems related to desktops, laptops, printers, scanners, mobile devices, software applications, and network connectivity.
• Escalating Issues: Service Desk Level 1 technicians are responsible for escalating more complex issues to the appropriate Level 2 or Level 3 support teams. They must ensure that all relevant information is captured and documented in the ticketing system before escalating the issue.
• Ticket Management: Tech Hub Engineers are responsible for managing tickets throughout their lifecycle. This includes creating new tickets, updating existing tickets, and closing tickets when issues are resolved.
• Remote Support: Tech Hub Engineers must be able to provide remote support to end-users who are not in the same location as the technician. This can include using remote control tools to access end-users’ computers and troubleshoot issues.
• Knowledge Base Management: Tech Hub Engineers must be able to contribute to the knowledge base by documenting solutions to common issues. This helps to reduce the number of tickets that are escalated and provides a reference for other technicians who may encounter similar issues.
• Customer Service: Tech Hub Engineers must provide excellent customer service to end-users. This includes being patient, courteous, and professional at all times, even when dealing with difficult users.
• Documentation: Tech Hub Engineers must maintain accurate and up-to-date documentation of all processes, procedures, and troubleshooting steps. This information is used to train new technicians and ensure consistency in service delivery.
• Overall, Tech Hub Engineers are responsible for ensuring that end-users receive prompt and effective support for their IT-related issues.

• Graduate of any IT related course or equivalent.
• At least 3 years of experience in Service Desk (L1) or any related role and at least 1 year experience in Service Desk (L2)
• ITIL Foundation v3 or v4 certification, CompTIA A+ or CompTIA ITF+ training and certification is a plus.
• Must possess a “can-do” attitude and be willing to roll up their sleeves and get the job done.
• Experience of working in the financial services industry is desired, but not essential.

Soft Skills:

• Customer Focus – Building strong relationships, delivering customer-centric solutions, and going the extra mile so the customer feels supported.
• Action Orientated – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and a will to get things done right.
• Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Interpersonal Savvy – Relating openly and comfortably with diverse groups of people.
• Creative – Strong tendency to think outside of the box in dealing with and resolving issues.

Technical Skills:

• Hardware - Possess a strong technical background in end-user/desktop/peripheral support.
• Network and Infrastructure - Demonstrable knowledge of administering Active Directory, O365 and Exchange, File & Folder permissions, GPO, and Experience supporting Citrix environment.
• Software - Installing, operating, and supporting customers on Various Business applications and Microsoft platforms.

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.