Global Technology Services Engineer

In this role you will be the primary technical contact for global IT support, resolving issues across end-user devices, enterprise apps, and collaboration tools. You’ll work within a technology team driving open-source experimentation and enterprise agility to keep IT systems reliable for a global workforce. You will tackle complex incidents, contribute to knowledge sharing, and help optimize service delivery and automation. This is a hands-on, customer-focused position that supports a fast-paced, 24x7 environment with a strong emphasis on documentation and continuous improvement. You’ll have a meaningful impact by improving user experiences and operational excellence in a global context.

• Private medical and dental insurances
• Generous parental and family leave policies
• Volunteer opportunities
• Affinity groups support
• Mental and physical wellness programmes
• Tuition assistance

• Provide high‑quality technical support via phone, chat, email, and self‑service channels with white‑glove service
• Diagnose and resolve incidents across Windows/Mac, Microsoft 365, collaboration tools, and enterprise apps
• Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, and mobile device management
• Log, categorize, prioritize, and manage tickets in the ITSM platform according to SLAs and aim for first‑contact resolution
• Escalate complex issues with clear documentation and handoff notes to downstream teams
• Create and maintain knowledge base content with troubleshooting steps and best practices
• Participate in shift handovers and follow‑the‑sun coverage
• Identify opportunities for automation and self‑service improvements
• Maintain strong documentation discipline and contribute to continuous improvement initiatives
• Communicate clearly with users, manage expectations, and stay composed under pressure

• 3+ years in Service Desk, Help Desk, Desktop Support, or Technical Support in high‑volume environments
• Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices
• Experience with ITSM platforms (ServiceNow, Jira) and ITIL‑aligned operations
• Excellent verbal and written communication with ability to manage multiple incidents and meet SLAs
• Professionalism and adaptability in fast‑paced, global environments
• Experience in financial services environments, including trading or market‑data platforms (e.g., Bloomberg)
• Bachelor’s degree in computer science or related discipline, or equivalent practical experience
• Willingness to work in a 24x7 rotational shift and in-office five days per week
• Strong analytical troubleshooting and documentation quality
• Certifications such as HDI‑SCA, CompTIA A+, ITIL Foundation (or willingness to obtain)

• Professionalism and composure
• Strong communication
• Prioritization and multitasking
• Windows and Mac support
• Microsoft 365 administration
• Active Directory