IT Support Engineer

About the Company

At Redpin we simplify life's most important payments. Buying a new property overseas can be a stressful time, especially when it comes to moving your money. Through our Currencies Direct and TorFX brands we've been helping people do just that for over 25 years. With recent investment we're now on a mission to build a new range of digital products and services that will make moving money Internationally for Real Estate purchases even easier

We’re on a mission to become the solution for Real Estate payments everywhere. To do this, we are transitioning our business from a horizontal FX platform to a verticalized, embedded software company, as we look to the future and Redpin 2.0.

About the Role

In this role, you will deliver remote desktop support to a global team across multiple countries such as the UK, South Africa, Spain etc. Take proactive ownership of all customer-reported issues, ensuring they are followed through to resolution. Also, requires investigating, identifying, diagnosing, and troubleshooting system-related problems to ensure minimal disruption to business operations. You will also follow proper escalation procedures for unresolved issues and use the Jira ticketing tool to track and manage them effectively.

What You'll Do

• Research and identify solutions to software and hardware issues 

• Diagnose and troubleshoot technical issues, including account setup and network configuration 

• Ask employees targeted questions to quickly understand the root of the problem 

• Track issues through to resolution, within agreed time limits 

• Talk employees through a series of actions, either via phone, email or chat, until they’ve solved a technical issue 

• Properly escalate unresolved issues to appropriate internal/external teams (e.g. software developers/partners) 

• Provide prompt and accurate feedback to customers 

• Refer to internal databases or external resources to provide accurate tech solutions. 

• Ensure all issues are properly logged 

• Prioritize and manage several open issues at one time 

• Follow up with employees to ensure their IT systems are fully functional after troubleshooting 

What You’ll Need

• 2+ years of experience in IT support

• BS degree in Information Technology, Computer Science or relevant field

• Experience in Data backup, Windows updates, MacOS, Group policy, Active directory/ Azure AD, DNS, DHCP, Networking, Anti-Virus application, security Group, OUs. VoIP Network, Intune.

• Good to have experience in ITIL process knowledge, Video Conferencing, Microsoft teams

Bonus Points

• BS degree in Information Technology, Computer Science or relevant field 

• ITIL v4 

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus 

• Experience within the finance software industry will be an advantage