MAIN DUTIES / RESPONSIBILITIES OF THE ROLE
Onsite Middle & Back Office Support
Mandate: Be the primary, reliable technology support presence for the Bangalore office, serving a broad range of middle and back office functions.
- Provide deskside and remote support to all Bangalore office users across finance, operations, compliance, risk, technology, and other middle and back office functions.
- Resolve hardware, software, and connectivity issues efficiently, maintaining a responsive and professional service for all local users.
- Log, manage, and close all incidents and service requests in ServiceNow with accurate detail and timely updates, maintaining clean ticket hygiene throughout.
- Support new starter onboarding and leaver offboarding processes, including workstation build and configuration, AD account management, and equipment provisioning.
- Maintain endpoint health across the Bangalore office, proactively identifying and resolving issues before they impact users.
Remote Front Office & Global User Support
Mandate: Deliver effective remote support to front office and investment staff based in other global hubs, working in close coordination with on-site engineers.
- Provide remote desktop support to portfolio managers and front office users in other global locations, using remote tooling, screen sharing, and diagnostic platforms to resolve issues without physical presence.
- Coordinate closely with on-site engineers in trading hubs to triage, guide, and resolve issues affecting front office users, ensuring minimal disruption during market hours.
- Develop strong working knowledge of front office trading applications and market data platforms (e.g. Bloomberg, Refinitiv) to support remote users confidently and accurately.
- Understand the commercial sensitivity of front office support — issues affecting traders and portfolio managers are always treated as highest priority regardless of time zone.
Global Coverage & Shift Flexibility
Mandate: Play an active role in the firm’s follow-the-sun support model, ensuring continuity of service across global time zones.
- Work flexible shifts as required to provide coverage for global middle and back office operations teams working outside standard Bangalore hours.
- Act as a reliable point of contact for remote users across EMEA, APAC, and Americas time zones when local engineers are unavailable.
- Contribute to handover processes and global team communication to ensure no issues fall through the cracks across time zone transitions.
Endpoint Management & Team Contribution
Mandate: Contribute to a well-managed, proactive support environment under the guidance of the Bangalore Lead.
- Assist with endpoint health checks and routine maintenance of office devices to minimise unplanned downtime.
- Support EUC projects and migration programmes as directed, including Windows platform upgrades and software rollouts.
- Contribute to the upkeep of IT asset records, ensuring accurate inventory and lifecycle tracking.
- Collaborate with global technology peers across infrastructure, networking, and other desktop support teams as required.
- Operate in accordance with ITIL-based service management principles and adhere to firm-wide IT security policies and standards.
SPECIAL CIRCUMSTANCES
This role requires a genuine commitment to shift flexibility. The Bangalore team is integral to the firm’s global follow-the-sun support model, and working hours will need to flex to provide coverage across EMEA, APAC, and Americas time zones. Candidates must be comfortable with variable shift patterns and occasional out-of-hours availability during critical global events or incidents.
PERSON SPECIFICATION
WORK EXPERIENCE / BACKGROUND
Essential
- Minimum 1–2 years’ desktop support or IT support experience, ideally within a financial services, professional services, or similarly demanding environment.
- Experience providing remote support to end users — comfortable diagnosing and resolving issues without physical presence, using remote desktop tools and strong communication.
- Experience supporting end users in a face-to-face deskside support capacity across a busy, multi-function office environment.
- Demonstrable ability to manage competing priorities and maintain service quality across a broad and varied user base.
Desirable
- Prior experience supporting middle or back office functions in a financial services environment (operations, finance, compliance, risk).
- Exposure to global or follow-the-sun support models, including shift-based working patterns.
- Familiarity with front office trading applications such as Bloomberg, Reuters/Refinitiv, or order management systems, even in a remote support context.
TECHNICAL SKILLS & EXPERTISE
Essential
- Solid working knowledge of Microsoft Windows 10/11 desktop support and troubleshooting.
- Microsoft 365 user support, including Outlook, Teams, OneDrive, and SharePoint.
- Active Directory user administration — account creation, password resets, group membership.
- Basic networking troubleshooting (DNS, DHCP, TCP/IP, connectivity issues).
- Hardware support: laptops, desktops, multi-monitor setups, peripherals, and printers.
- Experience using an ITSM ticketing tool (ServiceNow or equivalent) for incident and request management.
Desirable
- Familiarity with SCCM or Intune for software deployment and device management.
- Exposure to VMware or virtualisation environments.
- Basic PowerShell scripting or automation experience.
- Experience supporting Bloomberg Terminals or similar market data platforms.
BEHAVIOURS / COMPETENCIES
Essential
Service Orientation & Professionalism
Takes pride in delivering a high-quality, responsive support experience to a broad range of users — from operations analysts to senior finance professionals. Treats every interaction with courtesy and professionalism, whether in person or remotely.
Remote Support Effectiveness
Confident and skilled at resolving issues without physical presence. Able to guide users through diagnostics clearly over the phone, via Teams, or through remote desktop tools, and knows when to escalate to an on-site colleague in another location.
Shift Flexibility & Global Mindset
Genuinely comfortable with variable working hours and shift-based patterns. Understands the importance of consistent global coverage and approaches out-of-hours requirements with a positive, professional attitude rather than reluctance.
Ownership & Follow-Through
Takes responsibility for assigned tickets and sees them through to resolution without needing to be chased. Communicates proactively with users on progress and does not leave issues unresolved or poorly documented.
Eagerness to Learn & Develop
Approaches the role with genuine curiosity and a desire to grow. Receptive to guidance from the Lead, and actively builds knowledge of the broader hedge fund technology environment — including front office systems and workflows — over time.
Composure Under Pressure
Remains calm and focused when dealing with urgent requests or demanding users, including high-priority remote issues affecting front office staff in other time zones. Prioritises effectively and communicates clearly under pressure.
Attention to Detail & Process Discipline
Logs tickets accurately, follows documented procedures, and does not cut corners on process. Understands that rigour in the basics — ticket hygiene, asset management, change control — is what enables a distributed global team to operate at a high level.
Discretion & Environmental Awareness
Understands the sensitivity of working within a leading hedge fund and maintaining confidentiality around firm operations, personnel, and business activity. Acts with appropriate professionalism at all times.
Team Player & Global Collaborator
Works constructively with the Bangalore Lead and broader global desktop support team. Communicates openly across time zones, participates actively in handovers, and supports colleagues to ensure seamless follow-the-sun service delivery.
