IT Field Services Engineer

ABOUT US 

We are Alter Domus. Meaning “The Other House” in Latin, Alter Domus is proud to be home to 85% of the top 30 asset managers in the alternatives industry, and more than 5,000 professionals across 23 countries. 

With a deep understanding of what it takes to succeed in alternatives, we believe in being different. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. 

Find out more about life at Alter Domus at careers.alterdomus.com  

Job Description

We are seeking a proactive and technically skilled IT Field Services Engineer to join our IT Operations team. This role will primarily be responsible for providing hands-on technical support for laptops, desktops, mobile devices, and peripherals, including imaging, hardware diagnostics, inventory management, and windows-based systems as well as Mac system troubleshooting to end users. The ideal candidate will be technically competent, highly organized, excellent problem-solving skills and possess strong verbal communication skills to effectively support and guide end-users in a professional manner.

Key Responsibilities:

• Performing imaging, configuration and deployment of laptops/desktops using tools such as SCCM or Intune.
• Set up and configure device for new hires onboarding by preparing and delivering fully functional IT equipment.
• Troubleshoot Hardware issue (e.g. Screens, batteries, memory, hard drives, keyboard, RAM upgrades) and coordinate repairs or replacements.
• Manage and update IT asset inventory, including asset tagging, tracking and decommissioning of devices. Perform regular audits of IT assets and update records in asset management system.
• Respond to IT Service desk tickets in ServiceNow, ensuring accurate documentation of issues, resolution and follow-ups.
• Escalate unresolved issues to the appropriate team and follow up to ensure closure.
• Ensure timely resolution of incidents and request while meeting defined SLAs.
• Install and configure peripherals including printer, scanner, docking stations, and monitors.
• Assist with installations, updates.
• Maintain accurate records of service calls, repairs, and other maintenance activities.
• Setup, configure, and troubleshoot audio visual equipment’s for meetings, presentations and events.
• Provide remote and on-site support, including mobile device setup and VPN troubleshooting.
• Collaboration with other IT teams on infrastructure upgrades, projects and process improvement.
• Create and update technical documentation, including knowledge base articles for common issue.
• This is a customer facing role require professionalism, responsiveness, and a commitment to service excellence.

Requirement:

• Diploma or bachelor’s degree in information technology, Computer Science, or a related field.
• 1-3 years of experience in IT support, desktop support or end-user services.
• Proven experience as a Field Service Engineer or similar role.
• Involves physical activities of lifting and moving IT equipment’s.
• Strong technical knowledge with windows operating system, common desktop applications, and basic networking knowledge.
• Working knowledge of ServiceNow or similar ITSM/ticketing platform.
• Familiarity with Active Directory and other end user workplace related technologies.
• Proficiency in Mac operating system is an advantage.
• Strong problem-solving and customer service skills
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Willingness to work outside scheduled business hours.
• Strong communication and interpersonal skills to effectively interact with clients and team members.
• Ability to adapt to dynamic work environments and unforeseen technical challenges.
• IT certifications ITIL foundation are a plus.

WHAT WE OFFER:

We are committed to supporting your development, advancing your career, and providing benefits that matter to you. 

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning. 

Our global benefits also include: 

• Support for professional accreditations such as ACCA and study leave 
• Flexible arrangements, generous holidays, birthday leave
• Continuous mentoring along your career progression 
• Active sports, events and social committees across our offices 
• Support with mental, physical, emotional and financial support 24/7 from our Employee Assistance Program 
• The opportunity to invest in our growth and success through our Employee Share Plan 
• Plus additional local benefits depending on your location 

Equity in every sense of the word 

We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong. 

We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. Thanks to the work of our Group DE&I Committee and network of DE&I Champions, we empower all of our people to be truly invested in the alternative.  

We are committed to ensuring an inclusive recruiting and onboarding process. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. 

(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)

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