Day to Day Responsibilities:
This role will be a combination of both Desktop/Office Support along with basic network/Infrastructure support for within their Off US Hours. On the Desktop side this will be desk setup, windows imaging, printer support, Office Network support, laptop configuration, docking station set-up, and working with ticketing systems (They utilize ConnectWise but are open to experience within other ticketing systems) On the Network and Infrastructure side this will be doing off hour server maintenance, server rebooting, server/network troubleshooting, and basic IT Infrastructure based tickets.
Must Have Requirements: Office 365 Experience, Strong Desktop/Deskside Support Experience, Prior experience utilizing ticketing systems, Prior IT Infrastructure Support Experience (Network, IT Infrastructure, Windows Server, Firewalls, Connectivity, Network Configuration), Bi-Lingual in both English & Malay (Spoken & Written)
Job Description:
A rapidly growing, Dallas-based SaaS company, specializing in developing tech-enabled solutions for firms in the hedge fund and financial services industry. Our mission is to deliver a single source of truth from which investment managers can find strategic, actionable insights to drive competitive advantage and business growth.
We are a profitable company and offer competitive compensation and benefits while also providing an opportunity for advancement in a growing business.
We're looking for a customer-focused IT Support Engineer (Tier 1) who thrives in fast-moving environments, brings strong problem-solving skills, and can translate technical challenges into simple, effective solutions. You'll be on the front lines of supporting internal teams and clients, ensuring seamless IT operations and delivering a professional, reliable experience that reflects high standards.
What You'll Be Doing
- Work with our Director of IT, IT Service Desk Manager, IT Implementation team, IT Infrastructure team, and IT Relationship Management team on supporting our clients.
- Install, configure, and support local desktop applications in a Windows based environment.
- Recommend, design, and implement configured solutions that will help to propel reputation as a high-quality IT services provider in the financial services space.
- Work closely with senior leadership on opportunities where technical expertise is required during the client sales and business development process.
- Monitor ticketing systems for inbound support requests, ensuring timely acknowledgment and response in accordance with defined SLAs.
- Monitor infrastructure and system alerts across all monitoring platforms, identifying, investigating, and escalating issues as required.
- Perform nightly system health checks following a detailed checklist to verify the status of critical systems and services, addressing or escalating issues as necessary.
- Execute routine overnight maintenance tasks as directed by the infrastructure team, ensuring adherence to standard operating procedures and change management processes.
- Coordinate escalations by contacting on-call team members or responsible personnel in the event of critical incidents requiring immediate attention.
What You'll Bring
- Bachelor's degree in information technology, Computer Science, or related discipline; or equivalent work experience.
- 3+ years of experience in IT Support, Managed Services, or Help Desk environments.
- Strong knowledge of MS operating systems (Windows Server 2016/2019/2022, and Windows 7, 8.1, 10 and 11 is required).
- Experience with MS 365, Active Directory, and Azure Active Directory.
- Familiarity with cloud technologies (AWS, MS Azure) and SaaS platforms.
- Experience with scripting (Batch, PowerShell).
- Basic networking and infrastructure troubleshooting (firewalls, connectivity, wireless access points).
- Strong communication skills with the ability to clearly document and explain solutions.
- Self-motivated, proactive, and able to work independently as well as in a team.
- Must have current and ongoing authorization to work in Malaysia without the need for visa sponsorship, now or in the future.
- Basic networking skills and infrastructure skills e.g. configuration and support, firewall configuration and rule creation, troubleshooting of network route and connectivity issues, wireless access point setup.
- QuickBooks experience.
- Bloomberg experience.
- Software Deployment experience.
- Cloud VOIP experience.
- In-depth knowledge of supporting Excel and add-ins a plus.
- Self-motivated, self-starter, and challenge-seeker.
- MS Active Directory: Create AD users, groups and group policies with minimal guidance, ability to add workstations to domains and to manage file server shares and permissions, proficient with troubleshooting Users, Groups, GPOs proficiency.
- MS Azure Active Directory: Azure AD Connect, Conditional Access Policy creation, deployment and management proficiency.
- MS 365: Creation and management of users and groups, MS Endpoint/ Intune, MS Cloud Solutions Provider Console (CSP) proficiency.
- AWS: AWS Workspaces, Security Groups, LightSail proficiency.
- ConnectWise Manage: ConnectWise User Centric proficiency.
- Cisco Products: Cisco Meraki, Cisco Umbrella proficiency.
- Ubiquiti UniFi Products: UniFi Management Console proficiency.
