Technical Support Engineer

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.