IT Helpdesk Specialist – Symmetry Investments

Symmetry Investments is a global investment company with offices in Hong Kong, Singapore, London, New York, 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.

We are seeking a highly experienced Helpdesk Specialist to join our technology team and provide top quality support for our employees and systems. Candidates will need to work in office 5 days a week.

Responsibilities

• Provide first-line technical support to Symmetry staff across all departments, ensuring prompt and efficient resolution of hardware, software, and network-related issues
• Monitor and manage the 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 technology team members and external vendors to address more complex issues and implement solutions
• Build a strong and efficient relationship with Symmetry’s main Managed Services Provider
• 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 such that the firm has a 24/7 worldwide coverage

Requirements

• A minimum of 3 years’ experience in helpdesk or IT support roles
• Experience working in the asset management, hedge fund or investment banking industry is preferable
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and common desktop applications
• Familiarity with networking concepts and troubleshooting (TCP/IP, VPN, DNS, DHCP)
• Experience supporting remote access solutions, such as Citrix and VPN
• Excellent problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex technical issues
• Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users
• A customer-focused mindset and a dedication to providing exceptional support to our employees

What work will the successful candidate do in the first 3 to 6 months

• Knowledge transfer from the existing team
• Work hand-in-hand in daily support with the Helpdesk and Server and Application Support teams
• Build relationship with Symmetry’s main Managed Services Provider