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We're taking COVID-19 very seriously.

Our employees are safe and working remotely. Our IT infrastructure is robust and our business continuity plans tested. We're ready and able to support you and here if you need us - just like normal.

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Luxembourg City, Luxembourg

IT Regional Support Leader

Full-time / part-time
Full-time
Level
Associate
Address
412F Route d'Esch
Luxembourg City
Luxembourg

Job description

Our IT team partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients.

We strive to be a leading edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first class services. Technical Desktop Support Engineers troubleshoot, debug, evaluate and resolve computer-identified alarms, perform software deployments and migrations, host management and automate routine operational tasks. 

You will possess a combination of strong troubleshooting, technical and communication skills and includes a mix of on-call operational tasks and day to day technology support.

As the Regional Support Leader, you will troubleshoot, debug, evaluate and resolve computer-identified alarms, perform software deployments and migrations, host management and automate routine operational tasks. The position requires a combination of strong troubleshooting, technical and communication skills and includes a mix of on-call operational tasks and day-to-day technology support.

The Regional Support Leader will understand the business impact of support decisions. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.

Responsibilities:

  • Manage a team of support engineers
  • Categorise and priorities tickets according to service management processes
  • Network, platform and Security Monitoring
  • Create or assist in the creation of articles for the Knowledge Base
  • Communicate experience and knowledge to other members of the Global IT function to assist support availability
  • Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
  • Use reporting techniques to identify trends, patterns and opportunities to improve the service we deliver
  • Provide on-call support when required
  • Local vendor management and application support
  • Keep track of budget implications
  • Work with Business Partners for Service Improvement Plans.

Qualifications

Skills you need to Succeed:

  • ITIL Foundation, Microsoft certification, Cisco Certification
  • Strong technical background on end-user/desktop support and audio visual set-up and support
  • “Can-do” attitude and be willing to roll up their sleeves and get the job done
  • Demonstrable knowledge of administering Active Directory, Exchange, File & Folder permissions, GPO, SharePoint administration, Skype
  • Experience in installing, operating and supporting customers on Microsoft platforms
  • Line management background with the ability to mentor and coach
  • Experience in working with the financial services industry is desired, but not essential 

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.

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.

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