We are seeking a motivated and technically skilled Technical Support Engineer to join our growing global team. The successful candidate will provide high-quality first-line technical support within a financial services environment, ensuring service excellence for a demanding client base.
Key Responsibilities
* Provide first-line support via call-logging software and on-site assistance as required.
* Log, track, monitor, and update all incidents and service requests.
* Communicate call assignments and expected resolution times to customers.
* Escalate incidents appropriately to third-line support, external suppliers, or relevant teams.
* Monitor and manage calls assigned to third-party vendors.
* Work collaboratively with customers to review incidents and improve service delivery.
* Handle customer requests and complaints professionally, escalating where necessary.
* Perform TCP/IP troubleshooting.
* Troubleshoot LAN/WAN connectivity issues.
* Build, configure, and maintain desktops and laptops (HP/Dell).
* Provide Senior Management / VIP support when required.
* Participate in on-call and out-of-hours support rotations.
* Support Apple products and mobile technologies.
* Provide data centre support where necessary.
Technical Requirements
Candidates should demonstrate technical proficiency in:
* Minimum 1 year’s desktop support experience, preferably within a Financial Services environment OR Degree-level qualification (or equivalent) in a relevant field.
* Experience with Support Desk call logging tools (HP Service Centre, Remedy, Infra).
* Cisco Unified Call Manager.
* Bloomberg and Reuters support.
* MCP / MCITP Windows 7 / MCDST / MCSA certifications (desirable).
* ITIL v3 Foundation (desirable).
* Data Centre support experience.
* Apple devices and mobile technologies.
Candidate Profile
We are looking for candidates who demonstrate:
* Strong research, writing, and communication skills.
* Ability to work in a fast-paced, dynamic environment.
* Exceptional organisational skills and attention to detail.
* Strong interpersonal skills and professionalism.
* Ability to work independently and manage personal workload effectively.
* Proven project management capabilities.
* A passion for innovation and financial technology.
* A desire to travel and gain international experience.
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