Workplace Support Technician

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.

**Job Description**:
**Responsibilities**

We have an exciting opportunity for an experienced, innovative, energetic, passionate, and client centric technologist to join our Technology Support Services team in our Hyderabad office, to support the business with everyday IT. The India office is hosting several company senior stakeholders and client facing delivery teams. The role of the Workplace Support Technician is to maintain End User Support and Workplace Technology services to the highest standards to help drive client delivery, business support, and customer satisfaction across the region.

**Please note**: This role requires a high level of self-confidence, ability to communicate at all levels, with a requirement for a high degree of integrity, trust, and credibility to succeed personally and with the team in mind.

The Workplace Support Technician is responsible for providing first class Tier 1 and Tier 2 support to our colleagues across the Hyderabad office. Workplace IT technicians will provide Desktop Support on-site and through remote support tools either directly or through escalations via the Global Service Desk. Our Global Service Desk a 24/5 service located in Belfast & Manila and administers both incident management and service request fulfilment.

In addition, the Workplace Support Technician must work collaboratively with the Service Governance, Infrastructure, Application and Change Delivery teams ensure all incidents and service requests are fulfilled in-line with our incident, change and problem management processes. The Workplace Support Technician will be expected to assist with local project and infrastructure activities essential for continuous improvement. In addition, you will be expected to engage with other activities ranging from IT Compliance, Security and Facilities management to ensure the offices are always in line with our regulatory, quality assurance and BCP obligations.

The Workplace Support Technician’s role will get to work with the latest End User Technology including end user hardware, provisioning tools (using Azure Cloud, inTune Endpoint Manager, and AutoPilot) as well as driving forward the latest Cloud Security technologies to improve Identity Management, and Global Secure Print. This is an incredibly exciting time where IQ-EQ will be delivering client services using the latest technologies.

You will need to possess a high level of customer service experience, always prioritising client delivery over other activities, ensuring that our customers are able to deliver to clients using production tools and services. You will require a high level of energy, robust sense of humour and positive attitude to get things done.

**Tasks (what does the role do on a day-to-day basis)**
- Provide technical support and guidance on-site
- Complete Incidents and Service Requests escalated by Global Service Desk
- Liaise closely with other members of the Global Service Desk team to ensure knowledge and expertise is shared effectively
- Monitoring and management of tickets assigned to the Region or local Workplace
- Maintaining the Asset Management database for all Laptops, Smartphones, Tablets, and Printers
- Providing security and compliance reports that are required for specific control objectives across the Region
- Collaborate with Group Technology Infrastructure, Application and Workplace Technology teams to ensure consistency and best practice to support all customers across the region
- Ensure hardware and software remains in-line with Global Standards across the region including build, vulnerabilities, and patches
- Prioritising resolution of P1/P2 incidents and service requests through the ITSM platform (ManageEngine)
- Follow the Group Technology Service Governance processes in incident, access, request, problem, and change management always
- Maintain and make use of software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Communicate effectively through high quality documentation, face to face interaction and presentation, both at a deep technical level and for senior non-technical audiences
- Review of major incidents and identifying root causes and workarounds for problems
- Ensure daily tasks are carried out to ensure the smooth running of the Group Technology infrastructure, such as monitoring to ensure maximum availability and excellent performance of systems

**Qualifications**:
**Key competencies for position and level**
- Senior stakeholder management
- Global perspective
- Collaborates
- Instils trust and acts with integrity

**Key behaviours we expect to see**

In addition to demonstrating our Group Values (Authentic, Bold, and Collabor