philippines - client remote services EngineerEdge Technology Group

About the role - Client Remote Services Engineer - Job Description:
Edge Technology Group is currently looking for Client Remote Services Engineers to join our growing team. The candidate will be based primarily in the Clark, Philippines. The ideal candidate will have 7-10 years of experience in financial services technology and a deep understanding of the regional hedge fund market.
Client Remote Services engineers are responsible for taking direction from the executive & regional management teams, and adhering to the responsibilities as outlined below. Engineers are responsible for front line 1st - 3rd line remote support. Workflows, systems, policies, and procedures must be utilized in the correct manner in order to provide the end customer with the highest level of service.
Responsibilities-
Daily management of all assigned service items, providing daily updates to all tickets, and providing regular client updates.
Ensure that SLAs are upheld, and that the regional support operation maintains a high level of standards and service.
Ensure that all communication within tickets and any verbal or written correspondence is clear & concise.
Use a proactive approach to limit repeat service incidents.
Contribute to internal regional and global committees and meetings with a focus on improving team growth and operational efficiencies.
Adhere to all standards and processes as outlined by management.
Innovate, inspire, and lead by example.
Treat others as you would expect to be treated.
Ensure that internal systems are used correctly for accurate & daily ticket updates.
Support your colleagues, your manager and the executive team.
Essential Skills and Experience
3+ years' experience in providing IT Support within a financial environment, where high levels of service and technical expertise were required.
Strong communication and customer service skills across all levels of an organization. Proven ability to support trading professionals, as well as collaborate with all levels of IT staff.
Strong diagnostic/ troubleshooting skills. Must have an abiding curiosity and interest in IT.
Strong multi-tasking abilities.
An inherent sense of urgency when addressing customer concerns.
Driven to provide superior support. Demonstrated a true ownership mentality to service and problem resolution.
Willingness to be on-call on a scheduled basis. Sometimes required work long hours to resolve client issues.
Experience in working in Hedge Funds, Fund of Fund or Private Equity firms; smaller organizations where ability to learn a range of technologies was required; and/or client facing/field service roles are all a plus.
Technical skills and Qualifications
Strong knowledge of Windows 10, Windows 7, Active Directory and Exchange essential.
Expertise in creating user accounts in Active Directory, creating distribution lists, global contacts in Exchange, etc.
Good understanding and experience working with VMware, related working knowledge of SANs.
Strong working knowledge of industry standard desktop imaging and packaging.
Strong understanding of market data - Bloomberg, Thomson Reuters, Factset etc.
Proven expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor technical support.
Strong knowledge of Microsoft Office required. Knowledge of Visio, MS Projects a plus.
Working knowledge of networking routers, firewalls, switches, and remote access tools such as Cisco, Citrix, VPN, etc.
Experience managing Office365.
Working knowledge of spyware/malware removal tools and techniques.
Working knowledge of Mobile Device Management tools.
Experience with Microsoft Azure or AWS is a plus.
Education
BS or equivalent in CS, MIS or Engineering desirable but not required.
Company Description
Edge Technology Group (www.edgetg.com), with offices in New York, London, Hong Kong, Philippine, Singapore, Sydney, Greenwich CT, Austin TX and San Francisco, provides complete strategic planning, hosting, development, advisory, coordination and management of IT and real estate projects. We tailor our services to complement our clients' needs, supplementing the expertise of client staff professionals. This is an exciting opportunity to join one of the most progressive providers in the financial technology industry and join a talented team, work on rewarding projects in a dynamic environment and excel in your career. Edge Technology Group has one of the most respected reputations in the industry because our services make a positive daily difference in our clients' businesses.
Growth
Edge Technology Group is growing rapidly (30% a year) and successfully attracts and retains leading industry talent. We do this by offering dynamic IT professionals exposure to a broad range of leading technologies and the opportunity to learn rapidly and contribute directly to the business.
Who are we looking for:
Whilst providing day to day support will be the main priority, the successful candidate will also have the opportunity to work on Infrastructure related projects for both clients and globally within the internal Edge Data center platform. Candidates should be prepared to deal with a magnitude of different characters, and high pressure front office trading environments. The role therefore requires a high degree of client facing skills and "situation management".
Above all else, we are looking for hard-working personalities, with the ambition to learn & grow with the role. Candidates will be given the opportunity to learn new skills & immerse themselves in a technology that is new to them. We are looking to hire individuals that want to be part of an extremely successful global business and join an existing talented team of financial sector engineers with extremely low staff & client turnover since inception.
We are looking for someone that wants to build a career at Edge and candidates should be prepared to invest at least 3-5 years in this project. Edge Technology Group are currently within their inception phase in the region. It is therefore imperative that all new members of staff are prepared to spend a portion of their time on support tasks, a large majority of which will be user based support.
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Edge Technology Group

Philippines
Permanent
Full-time