Junior IT Support Engineer

Alpha Financial Markets Consulting (Alpha FMC) is the leading global consultancy to the asset and wealth management and insurance industries. We are a boutique management consulting firm that offers the world’s top asset and wealth managers a competitive edge through our unrivalled expertise and industry insight. Our firm was founded in 2003 at its London headquarters, and its rapid expansion led to a successful IPO in October 2017. Our client base covers all of the world’s top 20 and 80% of the top 50 asset managers by AUM, and we have worked with over 870 clients globally. We are headquartered in the United Kingdom but have 17 offices globally including the United States, Canada, Luxembourg, France, Netherlands, Switzerland, Denmark, Germany, Singapore and Australia. Globally we employ over 1000 full-time consultants which enables us to provide deep expertise to our extensive client base.

To clients, we’re a trusted partner for change programmes that improve links between their people and processes. But to our employees, we’re so much more. Alpha is a rewarding place to work. A meritocratic environment perfect for building a career. And an exciting place to meet some great people.

The benefits of working with Alpha:

• We invest in developing your talent.We run tailored training for all levels, which supports industry-leading qualifications.
• Your progress is based on ability not time.We don’t have promotion quotas, there is no ‘time-at-level’ requirement, no ‘up-or-out’ policy; just a plain and simple meritocracy where everyone progresses as their abilities and results dictate.
• You’ll work with great people.Our projects are complex and require a range of skillsets to solve the challenges we face. You’ll collaborate with people who have a range of expertise – which will help develop yours.
• You share in our success.We have a profit share bonus scheme that shares our corporate success and gets great feedback from staff

Overview: The IT Support Analyst at Alpha FMC is responsible for ensuring the smooth and secure operation of our IT systems, both in our offices and for remote employees worldwide, working with a 3rd party vendor that provides a managed 1st Line IT Service Desk. This role plays a critical part in providing responsive and high-quality technical support to our global workforce.

Key Responsibilities:

• Provide timely and efficient deskside 1st Line IT Support, both in the London office and for remote employees, in collaboration with a 3rd party vendor for managed 1st Line IT Service Desk.
• Diagnose and resolve hardware, software, and network issues, escalating to higher levels of support as needed.
• Manage, prioritise, and track support requests using our trouble ticketing system.
• Support a range of IT equipment, including laptops, mobiles, printers, and peripherals.
• Collaborate with the Alpha IT team and key business stakeholders to ensure IT policies, procedures, and best practices are adhered to.
• Assist with onboarding and offboarding processes for employees, ensuring smooth transitions.
• Maintain and troubleshoot audio and video conferencing equipment.
• Provide 1^st Line IT Support for device networking and security applications – for example laptop client installation / set-up and user issue troubleshooting
• Assist in the implementation of IT projects and upgrades as needed.
• Keep up-to-date with industry best practices and emerging technologies.

Key Skills and Qualifications:

• 2+ years of experience in a similar IT support role.
• Strong troubleshooting skills and the ability to think logically and critically.
• Good communication skills to effectively interact with end-users, team members, internal customers and vendors.
• Good problem-solving skills.
• Ability to work independently and as part of a team.

Technology Requirements:

• Strong knowledge of Microsoft Windows operating systems.
• Proficiency in Microsoft Office 365 suite, Active Directory and Azure Infrastructure support.
• Familiarity with other common business software and cloud-based services (e.g. Slack, Box, Zoom, Jira, Asana).
• Experience with remote desktop support tools and remote access technologies.
• Familiarity with IT Service Management and ticketing systems (e.g. Halo).
• Proficiency in Microsoft Office 365 and Azure Active Directory.
• Understanding of cloud-based collaboration tools (e.g., Microsoft Teams, Slack).
• Practical knowledge of device IT security set-up, preferably with expertise in Palo Alto and Zscaler technologies.
• Basic knowledge of general IT security industry best practices.