About this role
<p><span style="font-size:14.0pt;font-family:tahoma, arial, helvetica, sans-serif"><u><strong>ABOUT US:</strong></u></span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions. </span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. </span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">Find out more about life at Alter Domus at careers.alterdomus.com </span></p> <p> </p><div> <div> <p style="text-align:justify"><span style="font-family:tahoma, arial, helvetica, sans-serif">As Office Manager with Tech XPYou will be responsible providing hands-on technical support for laptops, mobile devices, and peripherals, including imaging, hardware diagnostics, inventory management, on windows-based systems as well as Mac system troubleshooting to end users. This role blends technical expertise with customer-facing communication skills, ensuring reliable service delivery and maintaining customer satisfaction. </span></p> <p style="text-align:justify"> </p> <p style="text-align:justify"><span style="text-decoration:underline;font-size:14.0pt"><strong><span style="font-family:tahoma, arial, helvetica, sans-serif">Your responsibilities:</span></strong></span></p> <p style="text-align:justify"> </p> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Investigate and resolve complex workplace IT incidents involving user devices, operating systems, connectivity, authentication, endpoint configuration, applications and peripheral equipment. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Assess and isolate probable root causes by distinguishing whether an issue is related to the device, user account, network, endpoint policy, application, security control or a wider service outage. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Coordinate with Service Desk, Network, Security, Identity & Access, Workplace, Infrastructure and Application resolver groups, providing clear technical evidence and supporting on-site validation or remediation activities. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Perform OEM coordination for in-warranty and out-of-warranty device failures, providing initial diagnosis and managing the repair or replacement process. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Provide end-user training, technical guidance and operational support to help users understand their tools, resolve recurring issues independently where possible, and get the most from the workplace technology environment. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Support and guide Field Support Engineers by translating recurring technical fixes into clear, documented procedures they can follow independently. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Create, maintain and improve knowledge base articles, troubleshooting guides and SOPs based on resolved incidents, ensuring solutions are reusable and accessible to the wider team. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Identify repeated incident patterns and recommend improvements to processes, documentation, tooling or escalation flows. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Report on spare stock levels, flag critical shortages and contribute to threshold reviews to ensure service levels can be sustained. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Maintain accurate records in the ticketing toolset, ensuring ticket quality reflects the technical detail required for escalation and trend analysis. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Availability to support activities outside standard business hours, including weekends, may be required with prior notice — particularly in the context of infrastructure maintenance windows, switch upgrades, disaster recovery or business continuity exercises. </span></p> </li> </ul> </div> <div style="text-align:justify"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif"> </span></p> </div> <div style="text-align:justify"> <p><span style="text-decoration:underline;font-size:14.0pt"><strong><span style="font-family:tahoma, arial, helvetica, sans-serif">Your profile: </span></strong></span></p> <p> </p> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Solid experience troubleshooting Windows 11 in a corporate end-user environment. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Good working knowledge of Microsoft 365 and endpoint management concepts, preferably with hands-on experience of Microsoft Intune or Autopilot. </span></p> </li> </ul> </div> </div> <div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Understanding of Active Directory and Microsoft Entra ID / Azure AD, including user accounts, device objects, group membership, compliance policies and user profiles. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Networking fundamentals including IP addressing, DNS, DHCP, Wi-Fi, VPN, proxy configuration and basic connectivity testing. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Ability to interpret error messages, event logs and technical symptoms to form a structured diagnostic approach. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Strong ticket documentation skills, with experience coordinating effectively across specialist IT teams. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Proven ability to work independently, exercise sound judgement on escalation decisions and manage multiple open incidents concurrently. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Clear and confident communication skills, with the ability to engage both end users and technical resolver teams appropriately. </span></p> </li> </ul> </div> <div style="text-align:justify"> <ul style="list-style-type:disc"> <li style="font-family:tahoma, arial, helvetica, sans-serif"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif">Compliance with safety protocols and quality standards is expected at all times, as this role acts as the senior on-site representative of the company's technology and service standards. </span></p> </li> </ul> </div> <div style="text-align:justify"> <p><span style="font-family:tahoma, arial, helvetica, sans-serif"> </span></p> </div> <div style="text-align:justify"> <p><span style="text-decoration:underline;font-size:14.0pt"><strong><span style="font-family:tahoma, arial, helvetica, sans-serif">Nice to have: </span></strong></span></p> <p> </p> </div> <div style="text-align:justify"> <ul> <li><span style="font-family:tahoma, arial, helvetica, sans-serif">Experience producing or maintaining knowledge base articles, SOPs or troubleshooting guides in a shared service environment. </span></li> </ul> </div> <div style="text-align:justify"> <ul> <li><span style="font-family:tahoma, arial, helvetica, sans-serif">Familiarity with conference room and AV equipment diagnosis and support. </span></li> </ul> </div> <div style="text-align:justify"> <ul> <li><span style="font-family:tahoma, arial, helvetica, sans-serif">ITIL Foundation or equivalent service management qualification. </span></li> </ul> </div> <div style="text-align:justify"> <ul> <li><span style="font-family:tahoma, arial, helvetica, sans-serif">Experience supporting Mac OS environments alongside Windows. </span></li> </ul> </div> <div> <ul> <li style="text-align:justify"><span style="font-family:tahoma, arial, helvetica, sans-serif">English is required. Knowledge of the local language of the assigned site is an advantage and may be required depending on location.</span></li> </ul> <div> <div> <div tabindex="-1"> <div style="list-style-type:none"> <div> <div style="list-style-type:none"> <div> <div> <div> <div>#LI-SD1</div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <p style="text-align:justify"> </p> </div> </div><p> </p> <p><span style="font-size:14.0pt;font-family:tahoma, arial, helvetica, sans-serif"><u><strong>WHAT WE OFFER</strong></u></span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">We are committed to supporting your development, advancing your career, and providing benefits that matter to you. </span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning. </span></p> <p> </p> <p><span style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><strong>Our global benefits also include:</strong></span></p> <ul> <li style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">Support for professional accreditations such as ACCA and study leave </span></li> <li style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">Flexible arrangements, generous holidays, plus an additional day off for your birthday!</span></li> <li style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">Continuous mentoring along your career progression </span></li> <li style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">Active sports, events and social committees across our offices </span></li> <li style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">24/7 support available from our Employee Assistance Program </span></li> <li style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">The opportunity to invest in our growth and success through our Employee Share Plan </span></li> <li style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">Plus additional local benefits depending on your location </span></li> </ul> <p> </p> <p><span style="font-family:tahoma, arial, helvetica, sans-serif;font-size:12.0pt"><strong>Equity in every sense of the word:</strong></span></p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong. </span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.</span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. </span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: <a style="color:#0563c1;text-decoration:underline" title="https://alterdomus.com/privacy-notice/" href="https://alterdomus.com/privacy-notice/" target="_blank" rel="noopener">https://alterdomus.com/privacy-notice/</a>) </span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:tahoma, arial, helvetica, sans-serif">#LI-HYBRID</span></p>