IQ-EQ
Investor Services
SeniorITSupportEngineer
Neural analysis suggests this role is
optimal for mid candidates.
“Senior IT Support Engineer at IQ-EQ. Skills: Microsoft 365, Microsoft Entra ID, Cisco Meraki, IT Support. Receive escalated tickets. Work escalated project assignments”
What You'll Achieve.
Resolve tickets within SLA; Resolve projects within SLA; Ensure security; Ensure reliability; Ensure efficiency
Industry & Context.
Diagnosing issues; Resolving issues; Root cause analysis; Troubleshooting
Onsite client visits, Project-related travel
What They're Looking For.
Must Have
5+ years IT MSP/MSSP background, Microsoft 365 environment buildouts, Microsoft 365 E5 expertise, EMS E3 expertise, Entra ID expertise, Exchange Online expertise, Intune expertise, SharePoint expertise, Teams expertise, Intermediate-to-advanced PowerShell scripting, Microsoft Graph API scripting, Networking background, Routers experience, DNS experience, VLANs experience, NAT experience, VPN experience, Cisco Meraki platform experience, Windows 11 Pro experience, Windows Server experience, macOS experience, Manage high-complexity workload, Clear communication on priorities, Clear communication on timelines, Email support, Phone support, Onsite support, High level of accuracy, Disciplined in time entry, Disciplined in documentation practices
Nice to Have
Microsoft 365 Certified: Administrator Expert, Microsoft Certified: Identity and Access Administrator, Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Endpoint Administrator Associate, Microsoft Certified: Azure Security Engineer Associate, Cisco Meraki CMNO, Cisco Meraki CMNA, ITIL Practitioner certification, ITIL Intermediate-level certification, Microsoft Purview experience, Azure Virtual Desktop experience, Hybrid identity implementations experience, IT Glue experience, Documentation platform experience
What You'll Do.
Receive escalated tickets
Work escalated project assignments
Maintain communication on status
Maintain communication on timelines
Maintain communication on capacity
Resolve escalated tickets within SLA
Resolve project tasks within SLA
Diagnose complex technology issues
Resolve complex technology issues
Establish technology processes
Document technology processes
Implement technology processes
Maintain shared knowledge base
Improve shared knowledge base
Identify root causes of issues
Resolve root causes of issues
Coordinate onsite client visits
Coordinate project-related travel
Enter time on tickets
Enter time on project tasks
Stay current on emerging technologies
Evaluate technology impact
Lead M365 environment buildouts
Architect M365 E5 environments
Administer M365 E5 environments
Architect EMS E3 environments
Administer EMS E3 environments
Design Entra ID configurations
Enforce Entra ID configurations
Own Intune device management strategy
Develop PowerShell scripts
Maintain PowerShell scripts
Develop Microsoft Graph API scripts
Maintain Microsoft Graph API scripts
Automate administrative tasks
Automate client environment management
Architect Cisco Meraki solutions
Deploy Cisco Meraki solutions
Design network segmentation
Design firewall policies
Design content filtering
Design VPN configurations
Design IDS/IPS settings
Provide expert troubleshooting
Lead network infrastructure projects
Lead new client onboarding deployments
Contribute to technology stack development
Ensure alignment with business goals
Ensure alignment with security standards
Provide client communication on project status
Provide client communication on technical findings
Provide client communication on strategic recommendations
Ensure security of client IT infrastructure
Ensure reliability of client IT infrastructure
Ensure efficiency of client IT infrastructure
How You'll Work.
Team & Collaboration
Work with Engineering Manager; Work with dispatcher; Coordinate with engineering team; Cross-functional teams
Communication Scope
Clear communication; Client communication; Technical communication; Professional communication
Process & Methodology
Project assignments, Project timelines, Project tasks, Project-related travel, Project status, Infrastructure deployments, Network infrastructure replacement projects
Full Job Description
ABOUT IQ-EQ We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide. We employ a global workforce of 5,800+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top-15 private equity firms. Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts. Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding. We’re driven by our Group purpose, to power people and possibilities. The IT Support Engineer (Level 3) is the top internal technical escalation resource, receiving complex tickets and project assignments through the service dispatcher and working closely with the Engineering Manager to ensure all work is completed within SLA. This role leads new client onboarding and infrastructure deployments, drives process documentation, and mentors junior engineers. Clear communication with the dispatcher on project timelines and escalation status is essential. Key Responsibilities Dispatched Work & Ticket Management * Receive and work all escalated tickets and project assignments through the service dispatcher; maintain clear, timely communication with the dispatcher on status, timelines, and capacity. * Work directly with the Engineering Manager and dispatcher to ensure project tasks and escalated tickets are resolved within SLA. * Act as the highest internal escalation tier, diagnosing and resolving complex technology issues across client environments. * Establish, document, and implement technology processes and procedures; maintain and improve the shared knowledge base. * Id
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