Technical Support Engineer

Job Description

As a Senior Technical Support Engineer, you'll be a trusted advisor and problem-solver for our internal and external users. You'll possess in-depth technical expertise and utilise your leadership skills to mentor and guide a team of Desktop Support technicians.  

You'll work collaboratively to diagnose and resolve complex technical issues, ensuring smooth operations and optimal user experience. 

Responsibilities 

  • Mentor a team of desktop support specialists, providing guidance, training, and coaching to enhance their skills and knowledge. 
  • Diagnose and resolve complex technical issues across various platforms and applications, escalating when necessary. 
  • Develop and implement technical solutions with a focus on efficiency and innovation. 
  • Identify and resolve root causes of technical problems, preventing recurring issues and improving overall system stability. 
  • Document technical solutions and best practices for future reference and knowledge sharing. 
  • Contribute to the development and improvement of internal processes for incident management and resolution. 
  • Stay up to date with the latest technologies and industry trends through ongoing training and self-development. 
  • Proactively identify opportunities to improve the technical support experience for users. 
  • Collaborate effectively with cross-functional teams such as development, security, and operations to ensure seamless problem resolution. 
  • Communicate clearly and concisely with both technical and non-technical audiences. 

Key competencies for this role include 

  • Global perspective. 
  • Collaborates. 
  • Instils trust and acts with integrity. 
  • Action Orientated. 

Key behaviours we expected to see 

  • Relationship building and Team working. 
  • Taking ownership. 
  • Prioritisation. 
  • Resilience. 
  • Problem solving, proactivity, accuracy, and flexibility. 
  • Self-confidence. 
  • Communication. 
  • Excellent attention to detail. 

Qualifications

Required Experience 

Education / Professional qualifications 

  • Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience. 
  • 5+ years of experience in a technical support role, with at least 2 years in a senior or leadership position. 

Background Experience 

  • Proven ability to diagnose and resolve complex technical issues across various platforms and applications. 
  • Strong understanding of IT service management (ITSM) principles and methodologies. 
  • Experience with leading and mentoring a team of technical support personnel. 
  • Excellent communication, interpersonal, and problem-solving skills. 
  • Ability to work independently and as part of a team. 
  • Strong commitment to continuous learning and professional development. 

Technical Expertise 

  • IT Service Management (ITSM) platforms including ServiceNow or ManageEngine. 
  • Microsoft SharePoint Online. 
  • Microsoft End user and Infrastructure operating systems, platforms, and applications. 

Company, product, or market knowledge 

  • Experience working in a complex, multi-country professional services, financial services, or BPO organisation with complex processing requirements (preferred but not essential). 
  • Multi-country experience and demonstrated ability to work in a multi-cultural, talented, and demanding team environment. 
  • Strong program management skills. 
  • Excellent communication skills in both written and oral form, with the ability to communicate effectively with staff members, customers, suppliers, and the management team. 
  • Ability to make decisions, act, and get results. 
  • Passion, dynamism, and drive. 
  • Robust sense of humour. 
  • Personal presence, integrity, and credibility. 
  • Ability to solve problems either independently or by utilising other members of the team where necessary. 
  • Experience working in a complex and demanding environment. 
  • Strong program management and communication skills. 
  • The ability to work independently and as part of a team. 
  • A positive attitude and a strong work ethic. 

 


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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