Senior IT Support Engineer

Waystone leads the way in specialist services for the asset management industry.

Partnering with institutional investors, investment funds and asset managers, Waystone builds, supports and protects investment structures and strategies worldwide. With over 20 years’ experience and a comprehensive range of specialist services to its name, Waystone is now serving assets under management in excess of $2Tn. Waystone provides its clients with the guidance and tools to allow them to focus on managing their investment goals with confidence.

Summary:  The Senior IT Support Engineer is to resolve technical support issues (hardware and software, including in house applications) from Waystone staff and technical support escalations from Level 1 team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide excellent customer service.
• Hands on troubleshooting experience resolving a wide range of technical issues relating to Office PC’s and server operating systems, Office 365 email, Printers, Network Software, Backup devices, internet connections etc.
• Tier 2 helpdesk duties as required along with coaching and mentoring Tier 1 helpdesk personnel to develop their skills
• Experience in Exchange and O365 setup and administration.
• Experience in Active Directory administration.
• Experience in AWS Administration.
• Experience in Server Level troubleshooting.
• Backup Solutions – good knowledge of backup solutions.
• Experience working and troubleshooting videoconferencing system.
• Experience and working knowledge of networking concepts and technologies in a support environment.
• Have experience managing IT systems within a virtualized environment
• Escalate non-standard problems and work with 3rd party support partners to problem resolution where appropriate.
• Alert management to reoccurring problems and patterns of problems.
• Undertake special projects as directed
• Responsible for monitoring, upgrading, and maintaining various systems in use including phone systems, internal applications, printers, servers, etc.
• Maintain servers with regular patches, software upgrades, security software and proactive monitoring to ensure minimal downtime occurs

• Ensures complete compliance with internal and corporate policies

REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A degree in IT
• ITIL Certified
• MCSE certified or equivalent
• AWS certification favourable
• General knowledge of information technology, theory, principles, and practices.

Experience:

• Minimum of 5 years IT Support experience in a similar role.
• Excellent Technical aptitude and troubleshooting skills.
• Strong communication skills with the ability to interact with staff and colleagues effectively.
• Be able to work under pressure and against tight deadlines to implement pragmatic and intelligent decisions.
• Be adaptable and work as an effective member of a team.
• Work conscientiously and use own initiative.
• Be calm under pressure and manage stressful situations.