Job Description
At HedgeServ, we’re redefining what’s possible in fund administration. With more than $700 billion in assets under administration, we partner with the world’s most forward-thinking investment managers – across private equity, private credit, endowments, hedge funds and more – to deliver seamless, tech-enabled solutions that drive performance.
Our proprietary platform, enhanced by machine learning and robotic process automation, gives clients real-time insights and unmatched control over their operations. Alongside our technology, we offer award-winning service through our team-based approach -- led by a deeply experienced team of industry experts. Our solutions span the full investment lifecycle, including fund accounting, middle office, risk, compliance, tax, and investor services.
We’re a future-focused company, empowering our people through a robust career development framework, clear career trajectories with structured learning paths, training, and progression plans. We invest in leadership development and in our collaborative culture, creating space for talent to grow. Our corporate values – Relationships, Support, Innovation, and Expertise – create a sense of shared purpose and belonging, and we recognize our employees sit at the core of our success. We continue to innovate and evolve through our employees, working together to achieve our shared vision and mission.
HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. We’ve been recognized as an employer of choice, earning a top 100 workplaces designation.
Founded in 2008, HedgeServ has grown into a global organization with over 2,000 experts across the globe, with offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, the Philippines, and Australia. We’ve earned numerous accolades, including Top Overall Administrator, along with #1 rankings for providing alternative asset services in Accounting, Technology, Client Service, Investor Services, Alternative Fund Expertise, Reporting, and Regulatory Expertise.
Job Description
The Service Desk Technician is a critical role in maintaining the HedgeServ global engineering and operations functions. This role includes the support, maintenance, and the coordination of resources in support of both the tech stack and the operations technologies that facilitate their management. The position will reflect a combination of technology administration, process management, personnel coordination / call out, and the administration / use of related tool sets.
The successful candidate will be a skilled and transparent Level 1 technologist that knows how to execute in a modern, dynamic, and high-pressure environment. One of the primary responsibilities of this role will be communication and coordination across technology teams and business users, so strong English verbal and written skills are required. The Service Desk team provides a wide variety of services and technical assistance on IT systems across a large and diverse pool of technologies. You will answer queries on basic technical issues and offer assistance to resolve them. You are expected to perform timely and quality resolution to issues and record them in our ticketing system. In addition, the role includes Server/VM Operations and Administration, Production and Non-Production Environment Support, along with the coordination of escalation contacts across various technology disciplines.
This position is based in the Philippines office and reports to the Service Desk Supervisor. The incumbent candidate will work on a global 24/7 team to support any of our 10 offices located in six different countries.
Key Responsibilities
Address Alert tickets assigned to the Service Desk team with urgency. IT has defined SLAs in place with the Business to provide complete resolution to all Alerts. These alerts include but are not limited to:
Service availability
Core Application Service Unresponsive
Disk capacity
High memory utilization
High CPU utilization
Application availability
Cluster issues
Server/VM outages or reboots
Promptly respond to and resolve Issues raised in Production Support Chat Rooms. That may require direct, level 1 troubleshooting, or the routing of incidents to specialty support teams. Issues reported in Production Support Chat Rooms include but are not limited to:
Environmental performance (i.e. slowness)
Environmental outages
High priority user session slowness or unresponsiveness
Missed business deliverables due to unknown technical issue(s)
Responsible for incident and service request tickets assigned to the Service Desk team. Incident tickets may include but are not limited to:
Configuration changes related to issue troubleshooting
Core service / server restarts
User account problems - password reset, unlock, group membership
Changes to python service container counts
Requests to investigate isolated user connectivity problems
Responsible for Operational tasks in Production and non-Production environments. Including but not limited to:
Environment Stability and troubleshooting – analyze application logs, analyze system logs, make recommendations for remediation
Environment Performance and troubleshooting – analyze performance dashboard data, analyze process specific resource utilization using process monitor tools, analyze application logs, analyze system logs, make recommendations for remediation
Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs.
Assist with training for new and existing users regarding existing and new technologies.
Basic troubleshooting of network and voice infrastructure.
Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams.
Support the creation of standard operating procedures (SOP) to promote consistency across the various layers of services offered.
Qualifications
Excellent verbal and written communication skills.
Bachelor's Degree in Computer Science or related field
Knowledge of Windows and Apple operating environments, Microsoft Office 365 suite
Proficiency in dealing with a variety of computer systems/applications required
Ability to work in dynamic changing organization and be able to adjust as business requirements change.
Upbeat, positive attitude. We are always looking to improve.
Self-starter, resolution-minded, outside the box thinker and doer.
Desired traits: inquisitive, engaged, thorough, conscientious, ownership
Detail-oriented and able to manage multiple priorities
Ability to work well in a team environment
Strong diagnostic, problem solving and communication skills
Experience
The right candidate is expected to have some experience or exposure to one or more of the following technologies:
Windows 7, 8 and 10 support
Windows Server 2012 and 2016 OS
Active Directory
Microsoft Office support
Ticketing Systems
ITIL framework
Manage Engine SDP, Desktop Central, Applications Manager
Elastic (ELK stack for system monitoring)