IT Administrator Who is Gen II? Gen II is a leading fund administration provider focused entirely on serving private capital asset managers and investors with a best-in-class combination of people, process, and technology. Gen II has more than $1 trillion in private fund capital assets under administration and recently acquired Crestbridge to expand operations in the UK and Europe. With 14 offices and more than 1,700 employees in the U.S., Canada, the UK, and Europe, we’re looking for do-ers, problem-solvers, and entrepreneurs like you who want to make an impact in our industry, grow with us, and create a community where everyone thrives. Careers mean more at Gen II – more opportunity, more innovation, and more ideas You’ll have the opportunity to grow in ways that are meaningful to you and work alongside some of the best people in their field. You’ll also receive training which will advance your skill set, both technically and personally allowing you to achieve your career aspirations with us. Be part of our community that recognizes achievements, promotes from within, and receive meaningful benefits which focus on your physical, mental and financial well-being. www.gen2fund.com What’s the role? To be part of a Group Wide IT Service Delivery team, aiming to provide best in class IT Services to a global business. Under the direction of the Head of Technology Services Delivery to act as the first point of contact for internal customers seeking technical assistance, perform troubleshooting through diagnostic techniques and pertinent questions and determining the best solution based on the issue and details provided by the customer. What you’ll be doing Serve as the first point of contact for internal customers seeking technical assistance. Perform troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products and services. Record events and problems and their resolution in service desk platform. Follow-up and date customer status and information. Pass on any feedback and suggestions by customers to the appropriate internal team. To act at all times in accordance with Gen II values. The ideal background for this role: Technology/ Engineering academic background. 1 years of experience in an IT Administration/ Desktop Support role. Good understanding of Microsoft technologies including Active Directory, Exchange, and Office 365. Experience supporting Hardware including laptops, phones, printers, AV equipment etc. Basic understanding of VLAN and switch support is desired. Experience with Powershell is highly desired. Excellent written and verbal English. Role Location This role will be based on-site (5 days per week) in our Southampton Office. Key Responsibilities Your role may include but will not be limited to the following tasks which we call ‘Defined Business Activities’. Full training will be provided, and the list of defined business activities is not exhaustive and may be amended from time to time: Service Delivery: Defines client needs by listening actively to their requirements and providing basic solutions or escalating clear requirements as appropriate. Provides first line IT infrastructure support to Directors and employees of Gen II and, where applicable, to clients, ensuring that all requests for support are logged and dealt with according to set standards and procedures. Ensures that support issues are escalated to senior IT personnel as and when necessary. Contributes to the ongoing preparation and maintenance of documents procedures and processes. Infrastructure As delegated, provide hardware support and maintenance for all office hardware. Maintains basic helpdesk software as instructed and as relevant. Supports the delivery of telephony services across the group. As delegated sets up new user accounts and manages user administration for systems. Updates the intranet as and when relevant and/or directed by others. People Management Works closely with all members of the IT team to maintain a strong and cohesive team. Deals with suppliers and contractors as and when delegated. Takes responsibility for own personal development in line with agreed performance objectives. Business Management Takes responsibility for monitoring support calls and identifying ‘hot spots’ in relation to IT systems and infrastructure, reporting these, when relevant. Generally, supports the IT team in all tasks and responsibilities where possible. Takes responsibility for own development and identifies training needs if necessary. IT Training Supports the training of new staff on IT systems and, where necessary, on new systems and software as directed. Supports the organization of IT related training for staff, through third party IT training providers or in-house training sessions, and manages the administration of such training and costs.