Service Desk First Level Support Engineer

Avaloq Group; Philippines; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

Avaloq Group is seeking a Service Desk First Level Support Engineer in the Philippines. You will be the first point of contact for incidents and service requests, performing initial screening, user management tasks, and coordinating major incidents.

The role requires fluent German and good English, a customer-oriented mindset, and strong communication skills. The company promotes hybrid and flexible working to maintain work-life balance and a diverse, inclusive culture across global offices.

Qualifications

• Experience in the service sector
• A customer‑oriented mindset
• A confident handling of MS Office 365
• Fluent German and good English skills
• Talent for communication and a quick grasp of new ideas
• A high degree of flexibility and the willingness to familiarize yourself with unfamiliar topics

Responsibilities

• Initial screening and assigning of all incoming Incidents and service Requests.
• Ensuring that services are provided in accordance with the contracts and the SLAs
• User management related tasks such as profile creation and maintenance.
• Coordination of the major incident process.
• Processing, coordination and documentation of incoming requests for operational processes
• Constant revision of the process documentation
• Involvement in user recertification processes.

Skills

Fluent German

Good English

Customer oriented

Communication

Flexibility

Fast learner

Tools

MS Office 365

Job description

Service Desk First Level Support Engineer

• Full-time

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry‑leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research‑led approach and continual innovation is powered by the passion and creativity of our colleagues.
We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

For our customers, the Service Desk is the single point of contact for all inquiries in the operational business. Customer satisfaction is our top priority. We act as an interface between our clients and the operational units of Avaloq. As part of a fast‑growing company, flexibility and satisfactory performance are very important. We ensure this as a team together with all our colleagues.

Your key tasks

• Initial screening and assigning of all incoming Incidents and service Requests.
• Ensuring that services are provided in accordance with the contracts and the SLAs
• User management related tasks such as profile creation and maintenance.
• Coordination of the major incident process.
• Processing, coordination and documentation of incoming requests for operational processes
• Constant revision of the process documentation
• Involvement in user recertification processes.

• Experience in the service sector
• A customer‑oriented mindset
• A confident handling of MS Office 365 (Word, Excel, PowerPoint)
• Fluent German and good English skills
• Talent for communication and a quick grasp of new ideas
• A high degree of flexibility and the willingness to familiarize yourself with unfamiliar topics

It would be a real bonus if you have

• Previous experience in a similar role / position
• Experience in the service sector
• Experience in the service sector for banks or in IT (management of SLAs and escalations, service boards, etc.)

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

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