Company Description
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.
Job Description
As a Senior Technical Support Engineer, you'll be a trusted advisor and problem-solver for our internal and external users. You'll possess in-depth technical expertise and utilise your leadership skills to mentor and guide a team of Desktop Support technicians.
You'll work collaboratively to diagnose and resolve complex technical issues, ensuring smooth operations and optimal user experience.
Responsibilities
- Mentor a team of desktop support specialists, providing guidance, training, and coaching to enhance their skills and knowledge.
- Diagnose and resolve complex technical issues across various platforms and applications, escalating when necessary.
- Develop and implement technical solutions with a focus on efficiency and innovation.
- Identify and resolve root causes of technical problems, preventing recurring issues and improving overall system stability.
- Document technical solutions and best practices for future reference and knowledge sharing.
- Contribute to the development and improvement of internal processes for incident management and resolution.
- Stay up to date with the latest technologies and industry trends through ongoing training and self-development.
- Proactively identify opportunities to improve the technical support experience for users.
- Collaborate effectively with cross-functional teams such as development, security, and operations to ensure seamless problem resolution.
- Communicate clearly and concisely with both technical and non-technical audiences.
Key competencies for this role include
- Global perspective.
- Collaborates.
- Instils trust and acts with integrity.
- Action Orientated.
Key behaviours we expected to see
- Relationship building and Team working.
- Taking ownership.
- Prioritisation.
- Resilience.
- Problem solving, proactivity, accuracy, and flexibility.
- Self-confidence.
- Communication.
- Excellent attention to detail.
Qualifications
Required Experience
Education / Professional qualifications
- Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.
- 5+ years of experience in a technical support role, with at least 2 years in a senior or leadership position.
Background Experience
- Proven ability to diagnose and resolve complex technical issues across various platforms and applications.
- Strong understanding of IT service management (ITSM) principles and methodologies.
- Experience with leading and mentoring a team of technical support personnel.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work independently and as part of a team.
- Strong commitment to continuous learning and professional development.
Technical Expertise
- IT Service Management (ITSM) platforms including ServiceNow or ManageEngine.
- Microsoft SharePoint Online.
- Microsoft End user and Infrastructure operating systems, platforms, and applications.
Company, product, or market knowledge
- Experience working in a complex, multi-country professional services, financial services, or BPO organisation with complex processing requirements (preferred but not essential).
- Multi-country experience and demonstrated ability to work in a multi-cultural, talented, and demanding team environment.
- Strong program management skills.
- Excellent communication skills in both written and oral form, with the ability to communicate effectively with staff members, customers, suppliers, and the management team.
- Ability to make decisions, act, and get results.
- Passion, dynamism, and drive.
- Robust sense of humour.
- Personal presence, integrity, and credibility.
- Ability to solve problems either independently or by utilising other members of the team where necessary.
- Experience working in a complex and demanding environment.
- Strong program management and communication skills.
- The ability to work independently and as part of a team.
- A positive attitude and a strong work ethic.
Additional Information
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.
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