Senior IT Support Engineer

Job description

​Industry: Hedge Fund / Asset Management

Coverage: Global, 24/7 support rotation

Role Overview

The Senior IT Support Engineer provides high-quality, front-line technical support across all departments in a fast-paced hedge fund environment. This role combines hands-on user support with ownership of helpdesk operations, collaboration with managed service providers, and participation in IT projects, technology refresh initiatives, and structured change management. The role is critical to ensuring system stability, security, and minimal disruption to trading and investment activities.

Key Responsibilities

User, Trading & Business Support

• Provide first-line technical support to staff across all departments, ensuring prompt resolution of hardware, software, network, remote access, and telephony issues.

• Support front-office users during market hours, prioritizing incidents by business and trading impact.

• Troubleshoot desktops, laptops, peripherals, mobile devices, and collaboration tools in both office and remote environments.

Helpdesk & Incident Management

• Monitor, manage, and own the helpdesk ticketing system, ensuring issues are logged, prioritized, escalated, and resolved within SLA.

• Deliver structured incident management, including escalation to internal teams, MSPs, or vendors as required.

• Contribute to post-incident reviews, root cause analysis, and continuous service improvement.

Infrastructure, Systems & Network Support

• Support Windows operating systems, Microsoft 365, and common enterprise desktop applications.

• Perform basic to intermediate network troubleshooting (TCP/IP, DNS, DHCP, VPN, LAN/WAN, Wi-Fi).

• Support remote access solutions including Citrix and VPN technologies.

• Maintain a strong understanding of the firm’s technology stack, including proprietary investment and trading applications.

Project, Technology Refresh & Change Management

• Participate in and manage small to medium IT projects, including hardware, OS, and application refresh cycles.

• Coordinate user migrations, upgrades, and deployments with minimal disruption to business operations.

• Execute changes in accordance with formal change management processes, including planning, testing, communication, and rollback.

Vendor & MSP Management

• Build and maintain strong working relationships with Managed Service Providers and technology vendors.

• Coordinate with external vendors and internal technology teams to resolve complex issues and implement solutions.

• Track vendor performance and ensure service delivery meets agreed standards.

User Lifecycle, Documentation & Operations

• Support onboarding and offboarding processes, including provisioning and decommissioning user accounts, devices, and access.

• Maintain IT policies, procedures, runbooks, and knowledge base documentation.

• Drive continuous improvement of helpdesk processes, workflows, and operational standards.

• Provide after-hours and on-call support to ensure 24/7 global coverage.

Job Requirements:

• 10+ years of experience in helpdesk or IT support roles.

• 5+ years of experience in asset management, hedge funds, or investment banking environments.

• Strong knowledge of Windows OS, Microsoft Office/Microsoft 365, and enterprise desktop applications.

• Solid understanding of networking fundamentals and troubleshooting (TCP/IP, VPN, DNS, DHCP).

• Hands-on experience supporting remote access technologies (Citrix, VPN).

• Excellent problem-solving skills with the ability to resolve complex technical issues under pressure.

• Strong communication and interpersonal skills, able to explain technical concepts to non-technical users.

• Customer-focused mindset with a commitment to high service quality.

Interested applicants, please reach out to Angelica DY at AngelicaD@charterhouse.com.sg for a confidential discussion.

EA License no.: 16S8066 | Reg. No. R1110125

Only shortlisted applicants will be notified.