Job Description

• Support the management of the IT Service Desk to ensure standardized, efficient, and high-quality IT support services for internal customers.
• Respond promptly to system alerts, incidents, and service requests, coordinating timely escalation and resolution to achieve complete incident closure.
• Provide desktop and end-user support by installing, configuring, troubleshooting, and maintaining Windows and macOS operating systems, laptops, desktops, printers, and mobile devices.
• Administer and maintain Active Directory, Microsoft 365, VPN services, and endpoint security policies.
• Prepare and report key operational metrics, including Mean Time to Resolution (MTTR), SLA compliance, ticket volume, and service performance.
• Log, prioritize, track, and resolve IT requests through the ticketing system while ensuring compliance with established Service Level Agreements (SLAs).
• Collaborate closely with Desktop Support, Infrastructure, Network, and Information Security teams to provide regional and global end-user support.
• Continuously improve IT service delivery processes, maintain a centralized IT support portal, enhance user experience, and create and maintain IT operational documentation and knowledge base articles.
• Manage user accounts, access permissions, and identity lifecycle while ensuring system security and data confidentiality.

Job Requirements

• Proficient in spoken and written English for daily business communication; previous experience in an IT Service Center or Shared Service Center is highly preferred.
• Diploma or Bachelor's degree in IT, Computer Science, or a related discipline.
• Minimum of two (2) years of experience in IT Support, Service Desk, Help Desk, or Network Operations Center (NOC) environments.
• Solid knowledge of computer hardware, operating systems, Microsoft 365, networking fundamentals, and the ability to mentor Level 1 support engineers in resolving common technical issues.
• Hands-on experience installing, configuring, administering, and troubleshooting Windows, Microsoft Office, macOS, and end-user devices.
• Advanced proficiency in Microsoft Office applications and troubleshooting. Experience with automation or scripting using PowerShell and/or Python is preferred.
• Experience deploying, administering, and troubleshooting enterprise VoIP telephone systems.
• Experience in FinTech, financial services, or other highly regulated industries is preferred.
• Excellent interpersonal, communication, customer service, and teamwork skills, with the ability to work effectively in a multicultural and fast-paced environment.

Skills