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Farallon Capital Management, L.L.C.® is a global institutional asset management firm. Founded in 1986 and headquartered in San Francisco, Farallon has offices in London, Singapore, Hong Kong, Tokyo, São Paulo, New York, and Minnesota, and employs approximately 300 employees. The firm’s investments include public and private debt and equity securities, direct investments in private companies, and real estate.

Position Overview

Farallon seeks an exceptional help desk professional to join its London office. This is a new role to address the team’s business plan to scale its IT support services to internal investment and business teams.

The successful candidate will provide first-line technical support to the staff and will be responsible for managing and resolving the day-to-day support queries and issues in a timely and efficient manner, with as little disruption to the end-user as possible.

The position is primarily office-based, with the candidate expected to work from the office Monday – Thursday, with the option to work from home on Fridays. The working hours are 8:30 am – 6:00 pm, although there will be the occasional requirement to work out-of-hours, including weekends, both onsite and remotely, so flexibility is essential.

Responsibilities

• Provide high-touch, white-glove IT support to all staff


• Troubleshoot day to day technical issues and assist with daily user queries and requests


• Provide immediate technical assistance to staff and resolve incidents quickly but thoroughly


• Troubleshoot and resolve software, hardware, and network issues


• Support remote users with issues relating to their WFH setups


• Setup new users, including AD accounts, mailboxes, desks, workstations, laptops, and mobiles


• Perform imaging and deployment of desktop PCs, laptops, and mobile devices


• Monitor systems and perform weekly checks of backups, and other critical systems


• Participate in quarterly and bi-annual business continuity and failover tests (out-of-hours)


• Set up videoconferences in meeting rooms for staff and test such systems periodically


• Perform printer maintenance, including resolving paper jams, toner/drum replacement etc.


• Assist with desk moves, office moves and system upgrades


• Provide remote/on-call support out-of-hours when necessary


• Document ‘how-to’ instructions and procedures for staff in clear and simple language

Qualifications

• 5+ years of experience working as an IT service or help desk professional in a corporate setting, ideally in the financial services industry.


• Strong understanding of Microsoft 365, including Office, Teams, OneDrive, SharePoint, etc.


• Strong knowledge of Windows 10 and Windows 11


• Working knowledge of Active Directory, including creating/modifying accounts, groups etc.


• Knowledge of Zoom (meetings, webinars, rooms)


• Hardware knowledge – printers, laptops, workstations, iPhones, iPads


• Basic knowledge of Avaya telephony (desirable but not required)


• Excellent verbal & written communications skills


• Excellent ‘desk-side’ manner when working at users’ desks


• Excellent troubleshooting and problem-solving skills with a strong attention to detail


• Ability to work independently and unsupervised but knowing when to escalate


• Ability to take ownership of an issue and see it through to resolution


• Ability to pro-actively seek solutions to problems using your own initiative


• Ability to remain calm under pressure


• Willingness to tackle the more mundane and logistical parts of hardware installations and moves


• Ability to follow procedures, policies and documentation


• Ability to work to very short deadlines or implement solutions (even interim ones) very quickly


• Willingness to work extended hours when necessary and/or be on-call out-of-hours

Compensation is competitive and commensurate with experience and expertise. The firm offers an attractive benefits package including, medical, dental, and vision insurance plans and a retirement pension and savings plan.