1
applicant
Helpdesk (Jersey)
at Symmetry Investments London in London (Published at 02-11-2023)
About Us
Symmetry Investments is a global investment company with offices in Hong Kong, Singapore, London, Jersey and Cayman Islands. We have been in business since 2014 after successfully spinning off from a major New York-based hedge fund.
At Symmetry Investments, we seek to engage in intelligent risk-taking to create value for our clients, partners and employees. We derive our edge from our capacity to generate Win-Wins – in the broadest sense. Win-Win is our fundamental ethical and strategic principle. By generating Win-Wins, we can create unique solutions that reconcile perspectives that are usually seen as incompatible or opposites, and encompass the best that each side has to offer:
We integrate fixed-income arbitrage with global macro strategies in a novel way.
We invent and develop technology that focuses on the potential of human-machine integration.
We build systems where machines do what they do best, supporting people to do what people do best.
We are creating a collaborative meritocracy: a culture where individual contribution serves both personal and collective goals - and is rewarded accordingly.
We value both ownership thinking AND cooperative team spirit, self-realization AND community.
We are seeking a highly experienced Helpdesk Specialist to join our technology team and provide top-notch support for our employees and systems.
Responsibilities
- Provide first-line technical support to employees across all departments, ensuring prompt and efficient resolution of hardware, software, and network-related issues
- Monitor and manage helpdesk ticketing system, prioritizing and escalating issues when necessary, and ensuring timely resolution
- Troubleshoot and resolve a wide range of technical issues, including computer hardware, software, networking, remote access, and telephony
- Maintain a strong understanding of our technology stack, including proprietary applications and systems used within the hedge fund industry
- Collaborate with other IT team members and external vendors to address more complex issues and implement solutions
- Participate in the onboarding and offboarding process, setting up and decommissioning user accounts and equipment as needed
- Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles
- Contribute to the continuous improvement of helpdesk processes and procedures
- Provide after-hours and on-call support as needed
Requirements
- Provide first-line technical support to employees across all departments, ensuring prompt and efficient resolution of hardware, software, and network-related issues
- Monitor and manage helpdesk ticketing system, prioritizing and escalating issues when necessary, and ensuring timely resolution
- Troubleshoot and resolve a wide range of technical issues, including computer hardware, software, networking, remote access, and telephony
- Maintain a strong understanding of our technology stack, including proprietary applications and systems used within the hedge fund industry
- Collaborate with other IT team members and external vendors to address more complex issues and implement solutions
- Participate in the onboarding and offboarding process, setting up and decommissioning user accounts and equipment as needed
- Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles
- Contribute to the continuous improvement of helpdesk processes and procedures
- Provide after-hours and on-call support as needed
The first 3-6 months
- Gradually take over the responsbility of taking care of whole Jersey Island office including conference room, network equipment, office facility etc.
- Tracking/managing fixed assets of office, managing kits inventory for Jersey Island office
- Building PCs/laptops for users, taking care of monitors/headset/mobile phone etc. for users
- Handle onboarding/offboarding work
- Work with teammates from other regions together for various projects such as fixing anti-virus software for all users
- Work closely with server and application support team, information security team etc. together to enforce various company IT policies
What to Expect from our Interview Process
Our interview process is not a cookie cutter process and changes based on the candidate. In general, you should expect:
- An introductory meeting and an aptitude assessment. The aptitude assessment is not a pass/fail test, and we do the same aptitude assessment for all candidates coming to Symmetry - so it cannot be a test of competency for a certain role. We're trying to understand what you're good at and what you're bad at, to try to form a role around your strengths and weaknesses.
- A meeting with a member of the team for an open discussion on your background, experiences and how you may fit into the team.
- A meeting with someone technical. We're not looking for everyone to be a software developer, but we do like having technical people meet candidates to see how they approach complex problems, how they can break them down and solve them, and how they learn.
- Iteration from there, based on the feedback from the interviews and any further interviews to try to figure out where you'd best fit within Symmetry and what role we can create for you.
