Tech Support Engineer
Job Profile Summary:
The role is responsible for ensuring the smooth running and stability of various systems across the business, spanning front and back offices. This will include troubleshooting, resolving issues as they arise, and thinking of ways to reduce common problems. The TechSupport team is an initial point of contact for troubleshooting all IT-related issues remotely and in person. Excellent written and verbal communication skills are required.
Responsibilities:
·1st and 2nd line troubleshooting, managing issues associated with Windows, Mac, VDI and mobile devices, including software deployments via SCCM, JAMF, and Intune on mobile devices.
·Work directly with end users across the company hierarchy to provide exceptional and courteous customer service.
·Diagnose and resolve software and hardware issues across operating systems (Windows 10, 11 and macOS) in-person and remotely.
·Resolve common remote access problems, such as account lockouts, troubleshooting VPN/MFA connections and Citrix remote desktop/application challenges.
·Logging incidents and requests within ServiceNow, effectively prioritising their workload, and escalating tickets to specialist technical functions as appropriate.
·Document the solutions, troubleshooting steps, and procedures to enhance the knowledge base for the team.
Key Skills & Experience:
·Experience working within a fast-paced technical support environment or role where user experience is the primary focus.
·A motivated individual who has worked in a similar position with a robust skillset in technology support. Previous experience in a financial services organisation is highly preferred.
·A background in providing white glove support to our VIP user base, ensuring high customer satisfaction.
·Excellent written and verbal communication skills are required.
·The ability to deploy and support Windows and macOS-based devices alongside Apple and Android devices in an MDM environment.
·Capable of identifying complex issues across our core technologies and understanding the appropriate time to engage senior stakeholders.
·Experience with automation tools (such as Power Automate) and scripting languages (PowerShell, Python) would be hugely beneficial.
Work-Life Balance and Benefits at Man
Man Group is proud to provide the best working environment possible for all of its employees, and we are committed to equality of opportunity. At Man Group we believe that a diverse workforce is a critical factor in the success of our business, and this is embedded in our culture and values. We run a number of external and internal initiatives, partnerships and programmes that help us to attract and develop talent from diverse backgrounds and encourage diversity and inclusion across our firm and industry. https://www.man.com/diversity. Man Group is also a Signatory of the Women in Finance Charter.
Man Group supports many charities, and global initiatives. We support professional training and development, and requests for flexible or part-time working. Employees are also offered two 'Mankind' days of paid leave per year as part of the Man Charitable Trust's community volunteering programme.
We offer comprehensive, firm-wide employee benefits including competitive holiday entitlements, pension/401k, life and long-term disability coverage, group sick pay, enhanced parental leave and long-service leave. Additional benefits are tailored to local markets and may include private medical coverage, discounted gym membership and wellbeing programmes.
