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Service Desk Analyst

H.I.G. Capital
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Firm Overview:

H.I.G. Capital is a leading global private equity investment firm with $45 billion of equity capital under management. The H.I.G. family of funds includes private equity, growth equity, real estate, debt/credit, lending and BioHealth. We align ourselves with committed management teams and entrepreneurs and help build businesses of significant value. Our team of over 350 investment professionals has substantial operating, consulting, technology and financial management experience, enabling us to contribute meaningfully to our portfolio companies. We invest in companies throughout the U.S., Europe, and Latin America have offices in Miami, New York, Boston, Chicago, Dallas, Los Angeles, San Francisco, and Stamford in the U.S., and affiliate offices in London, Hamburg, Luxembourg, Madrid, Milan and Paris in Europe as well as Bogotá, Mexico City and Rio de Janeiro in South America. Our funds invest in many types of transactions; leveraged buy outs, distressed debt, venture capital and real estate.

Role Overview:

We are seeking a talented, customer service driven, eager and ready to work Service Desk Analyst. This person will be a self-motivated, energetic "go-getter" with strong organizational skills to work within the IT team in a very high volume and demanding help desk. The ideal candidate must possess a positive can-do attitude that thrives on meeting deadlines, a solid work ethic and a desire to learn as well as be part of a team.

Requirements & Qualifications:

  • Resolving Incidents and Service Requests associated with end user software, PC hardware and mobile technologies
  • Documenting all actions on the ticket in Zendesk/ServiceNow, detailing diagnostic and troubleshooting steps performed, and the resolution; where necessary, providing high quality escalations to Global support groups or external service organisations
  • Keeping customers informed on progress of their ticket until they have agreed the resolution
  • Providing enhanced support for identified key leaders
  • Taking care of the firm's hardware assets by timely and accurate recording of all asset assignments
  • Assisting with PC builds and configuration

Skills and attributes for success:

  • Advanced understanding of Windows Server and ability to troubleshoot and correct problems
  • Exchange/O365 support and configuration
  • Experience with VMware
  • Experience with SAN/NAS devices
  • Microsoft SCCM or Intune
  • Expert in with Microsoft Windows 10 issues
  • Knowledge of Windows Server is required
  • Troubleshooting skills with network, firewall and telecommunication devices
  • Exceptional communication skills - written and verbal
  • Ability to quickly learn new skills and technologies
  • Experience and familiarity with Solarwinds or other monitoring tools
  • Enterprise AV solutions (e.g. Bitdefender, Sophos, Trend, etc)
  • Exposure to Cisco / Fortigate firewalls / HP managed switches advantageous
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