Helpdesk Support Specialist - Symmetry Investments

About Us

Symmetry Investments is a global investment company with offices in Hong Kong, Singapore, London, Jersey and Cayman Islands. We have been in business since 2014 after successfully spinning off from a major New York-based hedge fund.
 
At Symmetry Investments, we seek to engage in intelligent risk-taking to create value for our clients, partners and employees. We derive our edge from our capacity to generate Win-Wins – in the broadest sense. Win-Win is our fundamental ethical and strategic principle. By generating Win-Wins, we can create unique solutions that reconcile perspectives that are usually seen as incompatible or opposites, and encompass the best that each side has to offer:
We integrate fixed-income arbitrage with global macro strategies in a novel way. 
We invent and develop technology that focuses on the potential of human-machine integration.
We build systems where machines do what they do best, supporting people to do what people do best.
We are creating a collaborative meritocracy: a culture where individual contribution serves both personal and collective goals – and is rewarded accordingly. 
We value both ownership thinking AND cooperative team spirit, self-realization AND community.
 

The Role

We are seeking a highly experienced Helpdesk Specialist to join our technology team and provide top-notch support for our employees and systems.
 
Responsibilities
 

• Provide first-line technical support to employees across all departments, ensuring prompt and efficient resolution of hardware, software, and network-related issues
• Monitor and manage helpdesk ticketing system, prioritizing and escalating issues when necessary, and ensuring timely resolution
• Troubleshoot and resolve a wide range of technical issues, including computer hardware, software, networking, remote access, and telephony
• Maintain a strong understanding of our technology stack, including proprietary applications and systems used within the hedge fund industry
• Collaborate with other IT team members and external vendors to address more complex issues and implement solutions
• Participate in the onboarding and offboarding process, setting up and decommissioning user accounts and equipment as needed
• Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles
• Contribute to the continuous improvement of helpdesk processes and procedures
• Provide after-hours and on-call support as needed

Requirements

• Provide first-line technical support to employees across all departments, ensuring prompt and efficient resolution of hardware, software, and network-related issues
• Monitor and manage helpdesk ticketing system, prioritizing and escalating issues when necessary, and ensuring timely resolution
• Troubleshoot and resolve a wide range of technical issues, including computer hardware, software, networking, remote access, and telephony
• Maintain a strong understanding of our technology stack, including proprietary applications and systems used within the hedge fund industry
• Collaborate with other IT team members and external vendors to address more complex issues and implement solutions
• Participate in the onboarding and offboarding process, setting up and decommissioning user accounts and equipment as needed
• Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles
• Contribute to the continuous improvement of helpdesk processes and procedures
• Provide after-hours and on-call support as needed

The First 3 to 6 Months

• Learn how Symmetry would like people in Technology to get things done in terms of both tools to use and principles to apply
• Knowledge transfer from team
• Learn about how existing solutions are deployed
• Meet the team members and start to build working relationship
• Work hand-in-hand in daily support