Technical Support Engineer (Career Return Program)

About the job

The Tech Support Engineer position is part of the Career Returner Program. During the six-month program, you will work on professional tasks based on your skills and interests and benefit from learning opportunities through to transitioning into the Career Returner role.

Tasks

The role involves providing technical support to ensure the stability and smooth operation of systems throughout the company. This includes:

• Proactively identify and resolve recurring issues by improving processes, creating workarounds, and implementing automation tools.
• Handling non-IT requests and projects, and acting as an interface between Technology and other engineering teams
• Management of escalations and support for VIP incidents and requests

Responsibilities

• Provision of first- and second-line troubleshooting and solutions for problems related to Windows, macOS, VDI, and mobile devices
• Act as an escalation point and bridge between TechSupport and other engineering teams
• Developing, documenting, and implementing new processes, workflows, and automations to improve team efficiency and reduce recurring issues
• Collaboration on projects and non-BAU tasks, including third-line support and VIP support
• Provision of on-call support on weekends and holidays as needed

Requirements

• Proven experience in a fast-paced technical support environment with a strong focus on user experience
• Strong analytical mind with a focus on root cause analysis and solving complex problems
• Professional experience in deploying and supporting Windows, macOS, iOS, Apple, and Android devices in a modern environment
• Solid understanding of network fundamentals with experience troubleshooting network-related issues
• Experience with information technology (e.g., Power Automator) and scripting languages (e.g., PowerShell, Python) is highly advantageous.
• Experience with OS for versioning and collaboration
• Enjoyment in sharing knowledge and supporting the development of colleagues
• Motivation to identify technical improvements and professional development
• A genuine interest in working with artificial intelligence-driven tools and new technologies
• Previous experience in the financial services industry is highly desirable.

We offer

• An environment that promotes equal opportunities
• Flexible working arrangements
• Comprehensive benefits packages, including competitive vacation entitlements, pension/VAP, life and long-term disability insurance, group health insurance, and parental leave
• Opportunities for advancement through professional development and flexible work arrangements
• Two and a half weeks of "learning days" per year for community projects