Job Description
Company Description
We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide. We employ a global workforce of 5,800+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top-15 private equity firms.
Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.
Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding.
We’re driven by our Group purpose, to power people and possibilities.
Job Description
The Tech Hub Engineers position requires a combination of strong troubleshooting, technical, communication, and customer service skills.
As the Tech Hub Engineers, you are the first point of contact for our colleagues in business across the globe. Our business relies on you to provide first-class support services to resolve issues and fulfill customer requests in a timely and professional manner.
Responsibilities
What to expect day to day
- Responding to User Requests: Tech Hub Engineers are responsible for answering phone calls, emails, and chat messages from end-users who need assistance with IT-related issues. They must ensure that all requests are acknowledged in a timely and professional manner and that all necessary information is gathered to resolve the issue.
- Request Fulfillment: The Tech Hub, typically handles the initial intake of service requests, logging them, and ensuring they’re routed to the appropriate team for resolution. They act as a central point of contact for users seeking technical assistance, providing support and guidance throughout the request fulfillment process.
- Incident Troubleshooting: Tech Hub Engineers must have a good understanding of hardware, software, and networking components to be able to troubleshoot issues quickly and effectively. They should be able to diagnose and resolve problems related to desktops, laptops, printers, scanners, mobile devices, software applications, and network connectivity.
- Escalating Issues: Tech Hub Engineers technicians are responsible for escalating more complex issues to the appropriate support teams. They must ensure that all relevant information is captured and documented in the ticketing system before escalating the issue.
- Ticket Management: Tech Hub Engineers are responsible for managing tickets throughout their lifecycle. This includes creating new tickets, updating existing tickets, and closing tickets when issues are resolved.
- Remote Support: Tech Hub Engineers must be able to provide remote support to end-users who are not in the same location as the technician. This can include using remote control tools to access end-users’ computers and troubleshoot issues.
- Knowledge Base Management: Tech Hub Engineers must be able to contribute to the knowledge base by documenting solutions to common issues. This helps to reduce the number of tickets that are escalated and provides a reference for other technicians who may encounter similar issues.
- Customer Service: Tech Hub Engineers must provide excellent customer service to end users. This includes being patient, courteous, and professional at all times, even when dealing with difficult users.
- Documentation: Tech Hub Engineers must maintain accurate and up-to-date documentation of all processes, procedures, and troubleshooting steps. This information is used to train new technicians and ensure consistency in service delivery.
- Overall, Tech Hub Engineers are responsible for ensuring that end-users receive prompt and effective support for their IT-related issues.
WHAT WE OFFER
- Competitive compensation and benefits – including allowances, government-mandated benefits, 13th month pay, and performance-based bonuses
- Health and wellness support – HMO coverage from Day 1 (with dependents), life and accident insurance, mental health support, and medical allowances
- Leave benefits – generous paid time off, special leave types, and observance of all Philippine holidays
- Hybrid work setup and tools – company-issued laptop, work-from-home kit, and flexibility after initial onboarding
- Learning and growth opportunities – access to training, annual salary reviews, internal mobility, and performance rewards
Qualifications
- Graduate of any IT related course or equivalent.
- At least 3 years of experience in Service Desk (L1) or any related role and at least 1 year experience in Service Desk (L2)
- ITIL Foundation v3 or v4 certification, CompTIA A+ or CompTIA ITF+ training and certification is a plus.
- Must possess a “can-do” attitude and be willing to roll up their sleeves and get the job done.
- Experience of working in the financial services industry is desired, but not essential.
Soft Skills:
- Customer Focus – Building strong relationships, delivering customer-centric solutions, and going the extra mile so the customer feels supported.
- Action Orientated – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and a will to get things done right.
- Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
- Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Interpersonal Savvy – Relating openly and comfortably with diverse groups of people.
- Creative – Strong tendency to think outside of the box in dealing with and resolving issues.
Technical Skills:
- Hardware - Possess a strong technical background in end-user/desktop/peripheral support.
- Network and Infrastructure - Demonstrable knowledge of administering Active Directory, O365 and Exchange, File & Folder permissions, GPO, and Experience supporting Citrix environment.
- Software - Installing, operating, and supporting customers on Various Business applications and Microsoft platforms.
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.
