IT Desktop Support Engineer

HedgeServ (Philippines) LLC – Manila Branch; Manila; Hybrid; PHP 420,000 - 540,000; Full time

Job summary

HedgeServ Manila is seeking a GEUS IT Desktop Support Engineer to join a global end-user services team. You will provide frontline support for Windows, Mac, Office 365, and mobile devices, ensuring fast resolutions and high user satisfaction.

You will document issues, help articles, and SOPs, work with vendors when needed, and participate in IT projects across HedgeServ’s international offices. Strong communications and problem-solving are essential.

Qualifications

• Technical degree in Information Technology.
• 3 years’ experience in supporting Windows and Mac environments.
• Experience with Office 365 suite.
• Detail-oriented and able to manage multiple priorities.
• Excellent verbal, written and analytical skills.

Responsibilities

• Onsite end-user technical support at our Manila office.
• Troubleshoot and resolve service requests via phone, email, and ticketing.
• Document issues and update knowledge base articles.
• Assist in creating SOPs and coordinating with vendors when needed.
• Support with training and basic network/AV tasks.

Skills

Windows & Mac support

Office 365 support

Communication skills

Analytical thinking

Team collaboration

Education

Technical degree in Information Technology

Tools

Jamf

PowerShell scripting

Active Directory/Group Policies

ManageEngine

AWS

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 recognised as an employer of choice, earning a top 100 workplaces designation. Founded in 2008, HedgeServ has grown into a global organisation 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. Company Description: HedgeServ is a leading hedge fund administration company that features a unique technology platform serviced by some of the most experienced teams in the industry. HedgeServ provides technologically advanced solutions for front office, risk, valuations, middle office, fund accounting and fund administration that is customised to the needs of the individual hedge fund, fund of hedge funds and private equity funds. HedgeServ employs professionals globally across offices in the United States (New York City, Dallas, Raleigh), Grand Cayman, Ireland (Dublin, Cork), Luxembourg, Poland (Krakow, Gdansk), Bulgaria (Sofia), Manila (Philippines) and Australia (Sydney).

Job Description

As a GEUS IT Desktop Support Engineer in Manila, you will join a global support organisation responsible for providing technical support to all end‑user technologies currently implemented and offered to our Enterprise. We are looking for afront‑end support professionalto provide timely and valuable technical assistance on IT systems across a large and diverse pool of technical services. You will answer queries on basic technical issues and offer assistance to resolve them. You will troubleshoot, configure, and deploy devices and conduct other daily support activities aimed to enhance our user community’s productivity. You are expected to perform timely and quality resolution to issues and record them in our ticketing system, Service Desk Plus, while always providing an optimal customer service experience with every interaction. This position reports to the “Global End User Services – Team Lead” located in Luxembourg. The incumbent candidate may need to assist in other sites’ technical operations in any of our 12 offices located in eight different countries. In addition, this role will participate in various project planning and execution activities with the Global Support groups and other IT groups within the Information Technology division at HedgeServ.

Essential Functions

• Onsite end user technical support at our Manila, Philippines office
• Provide quality and fast resolution to service and incident requests submitted to our support centre via phone, email, and ticketing system
• Consistently document all information related to service and incident requests to ensure all interactions with customers and peers are documented in our Ticketing System and other information systems
• Actively capture, create, and correct help articles for our Support Knowledge Base
• Assist in keeping IT support process documents up to date
• Open support cases with software and hardware vendors when required
• Establish and follow assigned priorities based on business and operational needs
• Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs
• Assist user community with the installation and configuration of IT equipment such as PCs, Laptops, Apple MacBooks, printers, IP Phones, etc.
• Assist with training for new and existing users regarding existing and new technologies
• Basic troubleshooting of network and voice infrastructure
• Support iOS and Android mobile devices
• Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams
• Define and create standard operating procedures (SOP) to promote consistency across the various layers of services offered
• Conduct weekly asset management and inventory of spare parts
• Work with procurement staff to purchase hardware and software

Minimum Qualifications

• Technical degree in Information Technology
• A minimum of 3 years’ experience in supporting Windows and Mac operating environments
• Experience with Office 365 suite required
• Proficiency in dealing with a variety of computer systems/applications required
• Detail-oriented and able to manage multiple priorities
• Ability to work well in a team environment
• Excellent verbal, written and analytical skills
• Strong diagnostic, problem solving and communication skills
• Proactive self‑starter, with minimal guidance or management required.
• Be self‑motivated and have the ability to work on their own as well as part of a team
• Must be a good communicator

Experience

• Windows 11 support
• Microsoft Office support
• MacOS support using Jamf or other tool
• iOS and Android
• Active Directory/Group Policies
• PowerShell scripting
• Conference room A/V support
• Office networking
• Patch management
• Software Deployment
• Manage Engine software suite
• AWS

At HedgeServ, our people are at the core of everything we do. We aspire to grow and challenge the status quo and it is our high calibre talent that drives our progress. We deliver success with the biggest clients because we have the best people working for us. We're committed to rewarding performance with competitive salary & benefits packages and ongoing learning and development opportunities. HedgeServ has a culture of innovation, excellence, and continuous improvement which has continued to evolve through our employees. Our corporate values create a sense of shared purpose and belonging as we work together to achieve the vision and mission of HedgeServ. We experience successful results through demonstrating the below values and behaviors which are at the core of how we communicate with employees and clients. We work in partnership with each other and our clients; collaboration is at the core of what we do. We work collaboratively, focusing on end‑to‑end ownership and autonomy in our processes. We share knowledge across our teams and offices to gain expert and diverse views. We develop long‑term relationships through investment and commitment to our employees and clients. We communicate in personal, inviting, and authentic ways whether face‑to‑face or virtually. We empower and trust employees so they can realize their full potential on an individual and organisational level. We leverage our global reach for positive local impacts. We focus on employee health and well‑being. We are empathetic and committed to diversity and inclusion. We listen to each other and think about what we want to say and then respond. We embrace corporate social responsibility and our ability to impact and enrichen the lives of our team, their families, our clients, and the world around us. We embrace an entrepreneurial spirit and growth mindset where change is a positive dynamic. We confidently challenge the status quo with respect and positive intent. We offer a leading‑edge suite of proprietary technology applications. We rapidly adapt to current information, changing conditions, or unexpected obstacles. We act with vision, agility, and resilience. We listen to each other’s ideas and value diverse perspectives. We are the most experienced team of industry experts. We share our knowledge with each other to make us stronger; we share our knowledge with our clients to make them stronger. There is no question we can’t answer, nor any problem we can’t solve. We cultivate a productive and agile environment which allows us to anticipate our clients’ needs and consistently deliver solutions in real time. We embrace an entrepreneurial spirit while leveraging the resources of a global organization. We scale our resources to meet the requirements of our clients. We foster continuous training and professional development.