Helpdesk - Singapore
Description
Symmetry Investments is a global investment company with offices in Hong Kong, Singapore, London, Jersey and Cayman Islands. We have been in business since 2014 after successfully spinning off from a major New York-based hedge fund.
At Symmetry Investments, we seek to engage in intelligent risk-taking to create value for our clients, partners and employees. We derive our edge from our capacity to generate Win-Wins – in the broadest sense. Win-Win is our fundamental ethical and strategic principle. By generating Win-Wins, we can create unique solutions that reconcile perspectives that are usually seen as incompatible or opposites, and encompass the best that each side has to offer:
We integrate fixed-income arbitrage with global macro strategies in a novel way.
We invent and develop technology that focuses on the potential of human-machine integration.
We build systems where machines do what they do best, supporting people to do what people do best.
We are creating a collaborative meritocracy: a culture where individual contribution serves both personal and collective goals - and is rewarded accordingly.
We value both ownership thinking AND cooperative team spirit, self-realization AND community.
Symmetry Investments is a leading hedge fund with a strong commitment to providing exceptional financial services and investment solutions to our clients. We are seeking a highly experienced Helpdesk Specialist to join our technology team and provide top quality support for our employees and systems.
Responsibilities
Provide first-line technical support to Symmetry staff across all departments, ensuring prompt and efficient resolution of hardware, software, and network-related issues
Monitor and manage the helpdesk ticketing system, prioritizing and escalating issues when necessary, and ensuring timely resolution
Troubleshoot and resolve a wide range of technical issues, including computer hardware, software, networking, remote access, and telephony
Maintain a strong understanding of our technology stack, including proprietary applications and systems used within the hedge fund industry
Collaborate with other technology team members and external vendors to address more complex issues and implement solutions
Build a strong and efficient relationship with Symmetry's main Managed Services Provider
Participate in the onboarding and offboarding process, setting up and decommissioning user accounts and equipment as needed
Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles
Contribute to the continuous improvement of helpdesk processes and procedures
Provide after-hours and on-call support as needed such that the firm has a 24/7 worldwide coverage
Hard Requirements
A minimum of 10 years' experience in helpdesk or IT support roles
At least 5 years of experience working in the asset management, hedge fund or investment banking industry
Strong knowledge of Windows operating systems, Microsoft Office Suite, and common desktop applications
Familiarity with networking concepts and troubleshooting (TCP/IP, VPN, DNS, DHCP)
Experience supporting remote access solutions, such as Citrix and VPN
Excellent problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex technical issues
Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users
A customer-focused mindset and a dedication to providing exceptional support to our employees
What work will the successful candidate do in the first 3-6 months
Knowledge transfer from the existing team
Work hand-in-hand in daily support with the Helpdesk and Server and Application Support teams
Build relationship with Symmetry's main Managed Services Provider