Technical Support Analyst – Application Support (Recon)

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. Department Overview The Application Support team is responsible for the setup, maintenance, and ongoing support of HedgeServ’s proprietary reconciliation and fund administration software. This software is used by Fund Accounting teams to independently value client portfolios, ensuring accuracy and reliability in client asset management. Role Purpose Recon Support plays an essential role in supporting the daily receipt, validation, and transmission of broker files through secure file transfer channels. This position is operationally focused, with responsibilities centered on broker communication, FTP monitoring, and resolving file delivery issues. The analyst ensures files are processed accurately and promptly in accordance with defined Service Level Agreements (SLAs). This position is well-suited for individuals beginning their career in Application Support, and who have a strong interest in: Broker-facing communication File delivery and FTP operations Financial data processing environments Primary Focus Areas Broker communication and coordination FTP and secure file transfer monitoring File validation and processing SLA-driven operational support Key Responsibilities Broker Communication Clearly and professionally communicate with external brokers regarding the status of file deliveries. Provide timely updates on files that are missing, delayed, or rejected. Respond to broker inquiries using established communication and escalation protocols. Escalate unresolved broker issues to senior team members as needed. FTP & File Transfer Support Monitor inbound and outbound broker files delivered via FTP and other secure file transfer mechanisms. Identify common FTP-related issues, such as delayed delivery, incorrect file naming, permission errors, and connectivity problems. Validate files for completeness, proper format, size, and content prior to processing. Operational & Application Support Monitor the processing status of broker files within the reconciliation application. Resolve standard support tickets related to broker file processing within SLA requirements. Maintain and utilize existing XML workflows, JSON configurations, and Excel-based file maps. Assist with testing and verification of file processing changes when necessary. Documentation & Process Adherence Update and maintain operational documentation related to broker file delivery and FTP processes. Follow established procedures, controls, and audit requirements. Adhere strictly to communication, escalation, and change management guidelines. Required Skills & Experience Technical & Operational Skills Understanding of FTP and secure file transfer concepts. Familiarity with AWS technologies, especially Kibana for logs and troubleshooting. Advanced Microsoft Excel skills, including formulas and data validation. Ability to read and interpret XML files. Basic understanding of SQL and data structures. Strong attention to detail and a structured approach to problem-solving. Communication Skills Strong written and verbal communication skills. Confidence in communicating with external brokers and internal stakeholders. Ability to provide clear and accurate status updates under time pressure. Education / Background Degree in Computing, Information Systems, Computer Science, or equivalent professional experience. Autonomy & Decision Making Works under supervision while following established procedures. Escalates non-standard or high-impact issues to senior team members. Responsible for accurate execution of assigned tasks and timely communication. 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.