The Role
The Service Desk Engineer is responsible for providing first-line technical support to end-users, ensuring timely resolution of IT incidents and service requests. This role requires strong troubleshooting skills, excellent communication, and a customer-focused approach to maintain high service standards.
We're searching for a Service Desk Engineer to be part of our Global Service Desk Team. You will report to the Service Desk Team Lead supporting maintaining cutting-edge Solutions of our cloud-based Services Offering running on AWS.
What you'll do
- Act as the first point of contact for issues raised.
- Acknowledge, Diagnose and resolve within agreed SLAs
- Diagnose and resolve hardware, software, and network problems within agreed SLAs
- Maintain accurate records of all interactions and resolutions in the ITSM system.
- Assist with onboarding and offboarding of employees, including account setup and access.
- Monitor and maintain IT systems to ensure optimal performance.
- Contribute to documentation of processes, FAQs, and Knowledge base articles.
- As a key member of our team, you must have Cloud Operations experience (ideally with AWS).
- Proven Experience in creating process flows and process monitoring of hosted software solutions (experience with Airflow a plus).
- You are a self-reliant but proactive individual contributor capable of taking up tasks from start to completion with minimal help. You need to get familiar with our domain, products and solutions in detail.
- Good understanding of automation of environment creation through tools like Ansible, Terraform or CloudFormation.
- Create and maintain thorough documentation for software applications and processes.
- Experience working with Java based microservices architectures is a bonus
- Experience with CI/CD and related tooling (like Jenkins, Git, Jira) is a bonus
- Experience with containerization tools like Docker and Kubernetes is a bonus
- Experience with building and designing always-available cloud-based solutions, Agile and the full development life cycle is a bonus
- Demonstrate a basic understanding of investments and financial instruments, including asset classes, data types, trading, and operational processes is a bonus
- Able to contribute to cross-functional planning and project meetings.
What you'll bring
Education:
- University degree in a related discipline (i.e. IT, Computer Science, or related field)
- Good command of English, both verbally and written
Technical Experience in order of importance:
Must Have Skills
- Red Hat-Based Linux or any other Linux proficiency
- Strong Shell/Bash Scripting
- Python Scripting
- Knowledge of remote support tools for Linux based environments.
- Jira Service Management
- Git
- Build tools like Maven, Gradle
Good to Have Skills
- Java
- SQL based on Postgres or other databases
- Jenkins/Bamboo
- AWS Cloud
Optional Skills
- Kubernetes
- ITIL Foundation certification
- Kafka
Key Competencies:
- Customer-centric mindset.
- Analytical thinking and attention to detail.
- Team collaboration and adaptability.
- Excellent problem-solving and communication skills.
- Ability to work under pressure and manage multiple priorities.
Personal attributes:
- Passion for service excellence and improving quality, with strong business acumen
- Ability to self-manage
- Approachable, with effective interpersonal, influencing and negotiation skills
- Comfortable with ambiguity and navigating complex situations
- Analytical and Problem-Solving Skills
- High levels of integrity, and a strong ethical sense
- Cultural sensitivity and a confident self-starter
- Resilient and results orientated
- Able to work both independently and in a team. You have a professional image, and are used to representing your company communicating with customers
- You are fluent in English, which is used for both internal communication and external communications within the company's global organization
- Fluency in a second language, would be preferred, but is not essential
- You are eager to learn, you have an analytical mind and have a go-get attitude. Client service is our absolute focus, and a pro-active, customer-oriented way of thinking is vital
- Excellent interpersonal skills with the ability to communicate effectively at all levels with the business and externally
