About the role
Act as the primary point of contact for all technology incidents and requests, owning every user issue (applications, hardware, services) through to resolution in a timely and professional manner.
Provide hands-on technical support and guidance to front-office users, consulting with vendors and internal infrastructure teams to troubleshoot and resolve complex problems.
Support local voice (IP telephony), mobile devices and video-conferencing solutions (Zoom, Cisco, Microsoft Teams).
Participate in major incident response, working collaboratively with regional and global teams to restore service quickly.
Assist with business continuity and disaster-recovery testing to validate system availability.
Accurately document, track and follow up on all client inquiries using the IT Service Management platform, ensuring high levels of client satisfaction.
Perform daily administrative tasks (application access requests, security provisioning, ticket creation, spreadsheet/database updates).
Evaluate and test new tools and utilities for potential adoption.
Apply standard operating procedures while continually looking for ways to improve processes.
Contribute to various IT projects as required.
Qualifications:
5–7 years’ experience in IT support/desktop support, ideally within investment banking, asset management, hedge funds or other front-office financial services environments.
Proven track record of supporting demanding front-office/trading-floor users.
Exceptional English communication skills – both written and spoken – with the ability to explain technical concepts clearly to non-technical users at all levels.
Highly customer-focused with a professional, calm and confident manner under pressure.
Strong analytical and problem-solving ability combined with genuine technical depth.
Ability to work independently while remaining a collaborative team player.
Self-motivated, inquisitive, bright and enthusiastic – willing to go the extra mile.
Degree-educated or equivalent.
Technical Skills
Expert-level knowledge of Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint, Excel, Word, PowerPoint).
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Hands-on experience with Active Directory (users, groups, OUs, GPOs).
Deep knowledge of Windows 10/11 troubleshooting and administration.
Experience with SCCM or Intune for software deployment and patching.
Familiarity with market data applications (Bloomberg, Reuters) and trading platforms is a strong advantage.
For further details, please contact Wilfred Yu or send across your details to wy@charlottefrank.com
Job Code: WY/65294
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