IT Support Engineer

Position Summary

We are looking to fill an IT Support Engineer role providing internally facing support to our growing global user base.  The scope of support will cover EMEA and the North America regions.   This position is incredibly varied and will provide opportunities to be involved with all facets of IT including providing desktop & server support, hardware/virtualization, IT Hardware and Software procurement.  Ideally the successful candidate will demonstrate a strong work ethic, a willingness to help resolve support issues in an efficient, prompt manner exhibiting good customer care during the process and be willing to learn & grow their experience.  The position is based in Schiphol.

Position Overview

Job title: IT Support Engineer
Office location: Amsterdam or Cologne
Reports to: IS Manager
Direct reports: IT Support Team Leader
Key relationships / stakeholders: Omni Bridgeway staff and IT vendors

Key role responsibilities

  • Support employees to resolve device software/hardware issues.
  • Diagnose and resolve network related issues (including office network connectivity issues, home internet connectivity and VPN issues).
  • IT Hardware and Software support & procurement – with key vendors.
  • Point of contact with local 3rd party service providers ensuring agreed service terms are being met.
  • Install computer hardware, software and peripherals for new employees and employees working from home.
  • Managing devices through full life cycle from provisioning to decommissioning and destruction.
  • Document departmental knowledge articles and processes.
  • Maintain hardware asset lists such as Pc’s and mobile phones.
  • Maintenance of computer inventory and software patches using our desktop management solution.
  • Learn and maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
  • Adhere to established IT Policies, procedures and standards and ensure conformance with information systems, goals, and procedures.
  • Perform onboarding and on-going IT training for our core applications. 
  • May be required to perform duties outside normal working hours.

Key role technical and behavioral competencies

  • Minimum 4 years’ experience in the IT Field.
  • As this role involves supporting colleagues globally it is essential that the candidate is fluent in English.
  • Works well unsupervised and is highly motivated (especially as the IT team is based in Australia and New York).
  • Works well in a global team environment.
  • Transparently communicate outstanding IT issues and pain points to the IT team based in Australia and New York.
  • Excellent Customer service – Strong verbal communication skills; effectively communicate with internal customers and external stakeholders. Additionally, strong written skills for documentation of IT Tickets, email, documentation of knowledge articles and IT processes.
  • Strong IT troubleshooting skills – ability to think outside the box, efficiently diagnose and resolve IT issues over email, phone and in person.

Required  & desirable experience

Required experience:

  • Experience and working knowledge of Active Directory, Exchange 2016 and above, workstation and networking technologies (Windows 2012 and greater, Windows 10, MacOS, Office etc.).
  • Experience with Security, Antivirus and Email spam solutions.
  • Knowledge of LAN, WLAN, WAN and networking equipment/infrastructure.
  • Strong understanding and experience with:
    • Desktop Application Support.
    • Citrix Systems, maintaining images etc.
    • End user Hardware Support (Pc’s, laptops, desktop docking station setup etc).

Desirable experience:

  • Ivanti Workspace Controls
  • JAMF
  • Working knowledge of SaaS cloud services
  • Knowledge of a Document Management System (e.g., iManage, NetDocs, eDocs, Worldox, SharePoint) is desirable.

Required education and qualifications

  • Vendor certification or University degree.
  • ITIL Foundation Certification desirable.

Key Performance Indicators

Key Performance Area Key Performance Indicator Measure Target
IT Service Desk Tickets Ensure all IT Service Desk tickets are acknowledged and responded to within 24 hours. SLA timing < 2 hours per incident 100%
Internal customer feedback Ensure positive feedback from key stakeholders. Service Desk Reporting & Customer Feedback Rating >= 4/5
 
IT Projects Ensure IT projects are completed within agreed timeframe Completion of Projects within agreed timeframe 100%

Omni Bridgeway Values and Characteristics

Our Values

  • Transparency and accountability with clients, the industry, regulators, and our shareholders
  • Innovation and entrepreneurship
  • Partnership with lawyers and counsel to get the best outcome for clients
  • Client focused in terms of service and return
  • Fairness in the support of meritorious claims and to ensure that the investment process is characterized by good faith and fair dealing among claimants, counsel and the public, while providing increased access to justice
  • Rigor in our approach to case selection and management

Our Characteristics

  • Leadership – we lead by example and are working to build a more transparent, reputable, and sustainable industry
  • Decisive - we evaluate and expedite the large and small decisions about risk and ongoing management of cases
  • Collaborative - we offer a fresh perspective to our clients and to one another, we are one company with offices on three continents
  • Approachable - we are open, honest, and clear in all our business dealings
  • Ethical - our IMs and Legal Counsel hold themselves to the highest professional standards
  • Confident - we are self-assured and inspire the trust of our clients based on our track record, the quality and experience of our IMs and the know-how we share from our experience as international litigation funders
  • An acceptable level of risk associated with our incentives