End User Services engineer will play a distinct role in providing technical assistance to end-users,
maintaining & delivering a smooth operation of End User & Collaboration services for Zodia.
Key Responsibilities include:
- Help Desk Support: Acting as the first point of contact for end-users seeking technical assistance, whether in person or through phone or email.
- Troubleshooting: Diagnosing and resolving hardware, software, network, and other IT-related issues reported by end-users.
- Issue Triage: Assessing reported problems to determine their nature and severity. Prioritizing and managing support requests accordingly.
- End-User Account Management: Handling end-users’ accounts, access permissions, password resets, and account information.
- Software Installation and Configuration: Software Packaging and assisting with the installation setup, and configuration of software applications on end-users' devices.
- Hardware Support: Providing support for laptops, printers, and other hardware devices.
- Network Support: Assisting with network connectivity issues, troubleshooting network-related problems, and configuring network devices.
- User Training and Documentation: Providing basic user training on using IT systems effectively as well as creating and maintaining documentation for IT processes and procedures.
- Collaboration with other IT Teams: Working closely with IT technical teams, system administrators and third-party vendors to resolve complex issues and implement IT projects.
- Customer Service: Delivering excellent customer service and maintaining a positive and helpful attitude when interacting with end-users.
- Maintaining Inventory: Keeping track of IT assets and maintaining an up-to-date inventory of hardware and software.
- Compliance and Data Security: Ensuring that IT policies and procedures are followed to maintain data security and compliance with relevant regulations.
- Software License Management: Managing software licenses and ensuring compliance with license agreements.
- Knowledge Sharing: Contributing to the knowledge base and sharing solutions to common problems to improve support efficiency and empower self-help for end-users
- 3+ years of experience in IT support roles, preferably in financial services
- Hands on experience with
- Operations Systems: Windows 11, Mac OS and IOS
- MDMs: Microsoft Intune & Jamf
- Office 365 & Azure Active directory
- Okta
- Adaptable and able to work under pressure
- Excellent written and verbal communication skills
- Ability to work independently, with initiative
We are a friendly team, with monthly socials and seasonal celebrations as well as offering a range of fantastic benefits including:
- Competitive employer contribution pension scheme
- Private health care
- Critical Illness cover
- Life Insurance
- Flexible bank holidays (can chose whether to work on bank holidays and use the leave elsewhere in the year)
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What We Do
Zodia Custody is the leading institution-first digital asset custodian by Standard Chartered, in association with Northern Trust, SBI Holdings and National Australia Bank. We enable institutional investors around the globe to realise the full potential of the digital asset future – simply, safely, and without compromise. Through the combination of leading technology, custody, governance and compliance, Zodia Custody satisfies the complex needs of institutional investors.
