Service Desk Engineer

At HedgeServ, we’re redefining what’s possible in fund administration. With more than $700 billion in assets under administration, we partner with the world’s most forward-thinking investment managers – across private equity, private credit, endowments, hedge funds and more – to deliver seamless, tech-enabled solutions that drive performance. Our proprietary platform, enhanced by machine learning and robotic process automation, gives clients real-time insights and unmatched control over their operations. Alongside our technology, we offer award-winning service through our team-based approach -- led by a deeply experienced team of industry experts. Our solutions span the full investment lifecycle, including fund accounting, middle office, risk, compliance, tax, and investor services. We’re a future-focused company, empowering our people through a robust career development framework, clear career trajectories with structured learning paths, training, and progression plans. We invest in leadership development and in our collaborative culture, creating space for talent to grow. Our corporate values – Relationships, Support, Innovation, and Expertise – create a sense of shared purpose and belonging, and we recognize our employees sit at the core of our success. We continue to innovate and evolve through our employees, working together to achieve our shared vision and mission. HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. We’ve been recognized as an employer of choice, earning a top 100 workplaces designation. Founded in 2008, HedgeServ has grown into a global organization with over 2,000 experts across the globe, with offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, the Philippines, and Australia. We’ve earned numerous accolades, including Top Overall Administrator, along with #1 rankings for providing alternative asset services in Accounting, Technology, Client Service, Investor Services, Alternative Fund Expertise, Reporting, and Regulatory Expertise. Job Description Job Description The Service Desk Technician is a critical role in maintaining the HedgeServ global engineering and operations functions. This role includes the support, maintenance, and the coordination of resources in support of both the tech stack and the operations technologies that facilitate their management. The position will reflect a combination of technology administration, process management, personnel coordination / call out, and the administration / use of related tool sets. The successful candidate will be a skilled and transparent Level 1 technologist that knows how to execute in a modern, dynamic, and high-pressure environment. One of the primary responsibilities of this role will be communication and coordination across technology teams and business users, so strong English verbal and written skills are required. The Service Desk team provides a wide variety of services and technical assistance on IT systems across a large and diverse pool of technologies. You will answer queries on basic technical issues and offer assistance to resolve them. You are expected to perform timely and quality resolution to issues and record them in our ticketing system. In addition, the role includes Server/VM Operations and Administration, Production and Non-Production Environment Support, along with the coordination of escalation contacts across various technology disciplines. This position is based in the Philippines office and reports to the Service Desk Supervisor. The incumbent candidate will work on a global 24/7 team to support any of our 10 offices located in six different countries. Key Responsibilities Address Alert tickets assigned to the Service Desk team with urgency. IT has defined SLAs in place with the Business to provide complete resolution to all Alerts. These alerts include but are not limited to: Service availability Core Application Service Unresponsive Disk capacity High memory utilization High CPU utilization Application availability Cluster issues Server/VM outages or reboots Promptly respond to and resolve Issues raised in Production Support Chat Rooms. That may require direct, level 1 troubleshooting, or the routing of incidents to specialty support teams. Issues reported in Production Support Chat Rooms include but are not limited to: Environmental performance (i.e. slowness) Environmental outages High priority user session slowness or unresponsiveness Missed business deliverables due to unknown technical issue(s) Responsible for incident and service request tickets assigned to the Service Desk team. Incident tickets may include but are not limited to: Configuration changes related to issue troubleshooting Core service / server restarts User account problems - password reset, unlock, group membership Changes to python service container counts Requests to investigate isolated user connectivity problems Responsible for Operational tasks in Production and non-Production environments. Including but not limited to: Environment Stability and troubleshooting – analyze application logs, analyze system logs, make recommendations for remediation Environment Performance and troubleshooting – analyze performance dashboard data, analyze process specific resource utilization using process monitor tools, analyze application logs, analyze system logs, make recommendations for remediation Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs. Assist with training for new and existing users regarding existing and new technologies. Basic troubleshooting of network and voice infrastructure. Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams. Support the creation of standard operating procedures (SOP) to promote consistency across the various layers of services offered. Qualifications Excellent verbal and written communication skills. Bachelor's Degree in Computer Science or related field Knowledge of Windows and Apple operating environments, Microsoft Office 365 suite Proficiency in dealing with a variety of computer systems/applications required Ability to work in dynamic changing organization and be able to adjust as business requirements change. Upbeat, positive attitude. We are always looking to improve. Self-starter, resolution-minded, outside the box thinker and doer. Desired traits: inquisitive, engaged, thorough, conscientious, ownership Detail-oriented and able to manage multiple priorities Ability to work well in a team environment Strong diagnostic, problem solving and communication skills Experience The right candidate is expected to have some experience or exposure to one or more of the following technologies: Windows 7, 8 and 10 support Windows Server 2012 and 2016 OS Active Directory Microsoft Office support Ticketing Systems ITIL framework Manage Engine SDP, Desktop Central, Applications Manager Elastic (ELK stack for system monitoring) At HedgeServ, our people are at the core of everything we do. We aspire to grow and challenge the status quo and it is our high calibre talent that drives our progress. We deliver success with the biggest clients because we have the best people working for us. We're committed to rewarding performance with competitive salary & benefits packages and ongoing learning and development opportunities. If you’d like a challenging and rewarding career, we’d love to hear from you. HedgeServ has a culture of innovation, excellence, and continuous improvement which has continued to evolve through our employees. Our corporate values create a sense of shared purpose and belonging as we work together to achieve the vision and mission of HedgeServ. We experience successful results through demonstrating the below values and behaviors which are at the core of how we communicate with employees and clients. We work in partnership with each other and our clients; collaboration is at the core of what we do. We work collaboratively, focusing on end-to-end ownership and autonomy in our processes. We share knowledge across our teams and offices to gain expert and diverse views. We develop long-term relationships through investment and commitment to our employees and clients. We communicate in personal, inviting, and authentic ways whether face-to-face or virtually. We empower and trust employees so they can realize their full potential on an individual and organizational level. We leverage our global reach for positive local impacts. We focus on employee health and well-being. We are empathetic and committed to diversity and inclusion. We listen to each other and think about what we want to say and then respond. We embrace corporate social responsibility and our ability to impact and enrichen the lives of our team, their families, our clients, and the world around us. We embrace an entrepreneurial spirit and growth mindset where change is a positive dynamic. We confidently challenge the status quo with respect and positive intent. We offer a leading-edge suite of proprietary technology applications. We rapidly adapt to current information, changing conditions, or unexpected obstacles. We act with vision, agility, and resilience. We listen to each other’s ideas and value diverse perspectives. We are the most experienced team of industry experts. We share our knowledge with each other to make us stronger; we share our knowledge with our clients to make them stronger. There is no question we can’t answer, nor any problem we can’t solve. We cultivate a productive and agile environment which allows us to anticipate our clients’ needs and consistently deliver solutions in real time. We embrace an entrepreneurial spirit while leveraging the resources of a global organization. We scale our resources to meet the requirements of our clients. We foster continuous training and professional development.