About the role
Responsibilities:
- Provide high‑quality technical support via phone, chat, email, and self‑service channels while delivering white‑glove service to global employees.
- Diagnose and resolve incidents across end‑user technologies (Windows/Mac), Microsoft 365, collaboration tools, financial/trading apps, mobile devices, and enterprise applications.
- Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, endpoint management, and mobile device management.
- Deliver first‑contact resolution whenever possible while logging, categorizing, prioritizing, and managing tickets in the ITSM platform according to SLAs.
- Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams.
- Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices.
- Participate in structured shift handovers and support follow‑the‑sun operational coverage.
- Identify opportunities for automation, self‑service enhancements, process improvements, and overall service optimization.
- Communicate clearly and professionally with users, manage expectations, provide timely updates, and maintain composure under pressure.
- Support operational excellence by contributing to continuous improvement initiatives and maintaining strong documentation discipline.
Requirements:
- Bachelor's degree in computer science or related discipline, or equivalent practical experience.
- 3+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support, including remote support in high‑volume environments.
- Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices.
- Experience supporting enterprise ITSM platforms (ServiceNow, Jira), ITIL‑aligned operations, and knowledge management practices.
- Excellent verbal and written communication skills with the ability to prioritize work, meet SLAs, and manage multiple incidents simultaneously.
- Professionalism, composure, and adaptability in fast‑paced environments with global user populations.
- Experience supporting financial services environments, including exposure to trading or market‑data platforms (e. g., Bloomberg).
- Flexibility to work in a 24x7 rotational shift model and willingness to operate in‑office five days per week.
- Strong analytical troubleshooting and root‑cause identification skills with close attention to detail and documentation quality.
- Relevant certifications such as HDI-SCA, CompTIA A+, ITIL Foundation (or willingness to obtain).
- Commitment to the highest ethical standards.