GEUS – IT Support Engineer

HedgeServ is a global fund administration company managing over $700 billion in assets. They partner with investment managers across private equity, private credit, endowments, hedge funds, and more, providing tech-enabled solutions for fund accounting, middle office, risk, compliance, tax, and investor services. Founded in 2008, HedgeServ has over 2,000 experts worldwide with offices in multiple countries. The company emphasizes career development, leadership training, and offers remote and hybrid working arrangements along with comprehensive health and well-being benefits.

• Associate degree in technology and 2 years’ work experience in a related field
• Minimum 3-5 years’ experience supporting Windows and Mac operating environments
• Experience with Office 365 suite required
• Proficiency with a variety of computer systems/applications
• Detail-oriented and able to manage multiple priorities
• Ability to work well in a team environment
• Excellent verbal, written, and analytical skills
• Strong diagnostic, problem solving, and communication skills
• Proactive self-starter with minimal guidance required
• Self-motivated and able to work independently and as part of a team
• Good communication skills
• Availability after hours at short notice and ability to work from home when required
• Experience or exposure to Windows core and network infrastructures, DHCP/DNS, Domain controllers, Active Directory/Group Policies, Patch management, Windows Server 2003/2008/2012 OS, Exchange Server and Email routing, Office 365, TCP/IP Switching and Routing, Firewall and Web Proxy, Windows 10 and 11 support, Microsoft Office 2010/2013/2016 support, Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), System Center Configuration Manager (SCCM), Software Deployment, Manage Engine SDP and Desktop Central, Cylance, CrowdStrike, PowerShell scripting

• Onsite end user technical support at the Gdansk, Poland office
• Provide quality and fast resolution to service and incident requests via phone, email, and ticketing system
• Document all information related to service and incident requests in Ticketing Systems and other information systems
• Capture, create, and correct help articles for the Support Knowledge Base
• Assist in keeping IT support process documents up-to-date
• Open support cases with software and hardware vendors when required
• Establish and follow assigned priorities based on business and operational needs
• Maintain effective working relationships to perform preventive maintenance and repairs
• Assist users with installation and configuration of IT equipment such as PCs, laptops, Apple Macbooks, printers, IP phones
• Assist with training for new and existing users on technologies
• Basic troubleshooting of network and voice infrastructure
• Support iOS and Android mobile devices
• Use defined escalation processes for requests requiring further technical investigation or other IT teams
• Define and create standard operating procedures (SOP) to promote consistency
• Travel to remote sites for IT projects and field installations as required
• Conduct weekly asset management and inventory of spare parts
• Work with procurement staff to purchase hardware and software
• Perform other duties as requested by management