Senior IT Support Engineer

Job description

About Utmost International Utmost International is a leading provider of insurance-based wealth solutions operating across the UK, Europe, Latin America, Asia, and the Middle East. Its solutions are largely based on unit-linked insurance policies, serving the needs of affluent, high net worth (HNW), and ultra-high net worth (UHNW) individuals. About Utmost Luxembourg S.A. Sitting at the crossroads of private banking, asset management, and insurance, we operate in a well-established and fast-growing division of the financial services industry. Our dynamic international team of 450+ experienced wealth structuring specialists, subject-matter and technical experts consists of 50 different nationalities, speaking over 30 languages. We are a diverse and inclusive organisation driven by a values-based culture that promotes excellence, ambition, and innovation. We invest in talented teams who develop their expertise, curated through support and training, and fostered through a people centred culture. Our people truly are our greatest asset! Your role – Are you ready for a challenge? The Service Desk Officer is responsible for helping users resolve issues with computer technologies. They contribute to IT system optimization, communicate with clients to resolve technical issues, and ensure that personnel are able to utilize the systems and software that they need. Your responsibilities will be as follows: Act as the first contact with customers who need IT technical assistance via phone, email or direct contact and apply the best solution based on the issue and details provided, providing quick resolution and excellent customer service; Perform remote troubleshooting through diagnostic methods and relevant questions; Troubleshoot, diagnose, and resolve technical hardware and/or software issues; Troubleshoot networking issues (physical layer, OS and hardware, DNS/DHCP); Perform failure analysis to evaluate all processes and diagnose all software systems; Provide needed information on IT products or services; Follow-up with customers, keep record of problems and their resolution, maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting; Redirect unresolved issues to the next level of support; Provide feedback on processes and make recommendations on areas to improve; Analyse information provided by HR personnel and other departments in order to create and/or modify accounts for new employees and/or existing employees; Assist in the setup of office IT material for newcomers and move equipment if needed; Manage relationships with application vendors for various support needs; Prepare and submit Change Management Requests for applications, in collaboration with stakeholders as needed; Escalate highly complex or difficult technical problems to Line Manager. Your profile – Have you got what it takes to become our Service Desk Officer? Bachelor's degree in IT, Computer Science or similar relevant field; Previous working experience in a similar role; ITIL Foundations; Microsoft Management Tools experience; Great attention to details and follow up; In-depth knowledge of computer systems, networking and mobile devices; Hands on experience with diagnosing and resolving technical issues; Working knowledge of PC hardware, cabling, software packages, networking protocols, LAN topology, installing and troubleshooting PC equipment, Windows 10 and 11; Strong self-learning mindset, to solve practical problems and deal with a variety of situations in a proactive manner, to manage urgency effectively; Customer-oriented with strong sense of service; Patient and stress resistant; Strong team player who likes to work in an international environment; Excellent communication and interpersonal skills in English (both spoken and written), French or any other language would be an asset. Technical Skills: Main technical skills Alongside providing standard Service Desk user support, you will manage the following topics: Microsoft ecosystem: Active directory management, GPO, DNS, DHCP, etc. Endpoint Configuration Manager (MECM) Active Directory Federation Services (ADFS) Microsoft Exchange On-Premises Microsoft Teams Windows environment Win 10 / Win 11 Enterprise Vault Email Archiving Other preferred technical skills VMWare Ecosystem (vCenter) Apple mobile management XenMobile environment As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to gender, colour, religion, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. Given the sensitive nature of our business, industry sector and the role as described, the selected candidate is required to provide a criminal record (Bulletin n°3 for Luxembourgish residents). This excerpt will be kept by Utmost Luxembourg S.A. in compliance with article 8-5 (2) of the law of 23 July 2016 and for no longer than one month from the conclusion of the employment contract; otherwise, it will be destroyed without any undue delay should the candidate not be hired. Utmost Luxembourg S.A. is aware of its obligations under the General Data Protection Regulation (GDPR) and is committed to processing your data securely and transparently. Our Recruitment Privacy Notice is in line with GDPR and provides more information with regards to the types of data that we collect and hold on you as a job applicant, including for the performance of Background Checks. It also sets out how we use that information, how long we keep it for and other relevant information about your data. For full details please click here Recruitment Privacy Statement #utmost