APEX FUND SERVICES (BULGARIA) EOOD
IT Support Engineer (2nd Level)
—офи€
full-time

IT Support Engineer (2nd Level)

—офи€ full-time

About us

The Apex Group is a global financial services provider with 5,000 staff across 50 offices globally. We look to recruit bright, articulate and numerate employees who are not afraid of a challenge and are prepared to work hard and love what they do.
Every employee plays a part in making Apex who we are today and the more that we grow, the more important that becomes. Whatever your career path or specialism Apex provides a global platform to allow you to thrive.

Responsibilities

The Role:

IT Support Engineer Ц Corporate Solutions
Is expected to provide 2nd level Business as usual IT Support initially for the Corporate Solutions Business units.
The role reports to the Head of Production Services Corporate Solutions, with a matrix to the Head of Technical Services.

Key duties and responsibilities:

Х Respond to assigned IT requests from all emails, portal, and telephone within the agreed Service Level targets;
Х Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools;
Х Communicate clearly to business colleagues in a timely and polite manner and keep them informed of the progress of IT requests at all appropriate times;
Х Follow standard operating procedures (SOPs) where defined for all tasks including incident management;
Х Develop and maintain SOPs for all repeatable task where appropriate to do so;
Х Highlight and report all major IT issues and risks to Service Manager in a timely manner;
Х Research, test and implement new systems to improve efficiencies and satisfy user requests;
Х Provide on-site support when required in Apex offices (may require travel);
Х Other duties in support of the CS Business, as assigned by the line manager;
Х Regular Application maintenance / currency upgrades;
Х New Software deployments / software updates;
Х Third Party Electronic Banking Application installations and Administration;
Х Citrix (image updates);
Х File restores.

Security Specifics:

Х Regular monthly and ad-hoc emergency Security Patching encompassing;
Х Regular monthly vulnerability scanning and reporting, utilizing;
Х Security tool set maintenance and alert response;
Х Security alert response and incident support;
Х Monthly Risk Board(s) reporting pack production.

Requirements and necessary skills

Experience and skills:

Х 5 to 10 yearsТ experience in a computer related support or and IT operational environment;
Х A recognized qualification in a computer related discipline;
Х One or more recognized industry certification in PC, Network and Server support (CompTIA A+, Server +, Network +, MCP in Windows 7/8/10);
Х Good written and communication skills in English;
Х Experience with documentation and improving SOPs and other process documents;
Х Good customer focus and excellent timekeeping is a key requirement of the role;
Х Good interpersonal skills, with a focus on listening and questioning skills;
Х Good problem-solving abilities and ability to work under own initiative;
Х Maintain adequate knowledge of operating systems and application software in use in Apex, Corporate Solutions;
Х Familiarity with or a willingness to learn the fundamental principles of ITIL Service Management;
Х Certification in frameworks such as ITIL v3/v4, ISO 27001 would be an advantage;
Х MS Azure Cloud deployments;
Х Virtual desktop environment desirable, particularly Citrix desktop and virtualization technologies;
Х FS Logix;
Х Windows EndPoint Management (WEM);
Х Nessus;
Х Ivanti;
Х CrowdStrike maintenance and alert response.

We offer

What you will get in return:

Х A genuinely unique opportunity to be part of an expanding large global business;
Х Exposure to all aspects of the business, cross-jurisdiction and to working with senior
management directly;
Х Work for a fast developing and one of the world leading independent fund administrators;
Х Opportunities for professional development;
Х Competitive remuneration package including various benefits;
Х Positive and hospitable work environment;

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favorable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependents, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.
We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.
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