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Technical Support Specialist

2 months ago

Boston, Massachusetts, United States First Eagle Investments Full time

Company Overview:

First Eagle Investments is a distinguished, privately held investment management firm based in New York, managing approximately $138 billion in assets. With a legacy that spans back to 1864, we have consistently acted as a responsible steward of client investments through various market conditions and economic fluctuations. Our investment teams—Global Value, Small Cap, High Yield Municipal Credit, First Eagle Alternative Credit, and Napier Park Global Capital—apply disciplined and innovative strategies across a diverse range of investment capabilities.

Our Commitment:

At First Eagle, our clients are our top priority. We strive to create an environment that attracts, develops, and retains a diverse and talented workforce. We encourage our employees to excel in their roles and contribute to our clients' success. Our culture is built on principles of equity, diversity, and respect, holding every team member to the highest standards of integrity and accountability.

Position Overview:

The Technology and Operations team is in search of a proactive and collaborative individual to join our internal client services team. This role involves delivering efficient Tier 1 and Tier 2 support to staff across various technical domains. The position offers a hybrid work model, combining remote work with in-office responsibilities. Support will be provided through remote access tools, phone, email, and in-person interactions, requiring a high level of engagement with employees.

Key Responsibilities:

  • Deliver technical assistance and support related to computer systems, hardware, and software.
  • Address IT incidents promptly, ensuring a proper level of urgency is maintained.
  • Document and track help desk requests, including all decisions and actions taken until resolution within our ticketing system.
  • Enhance team performance through positive customer relations.
  • Perform hands-on repairs at the desktop level, including software installations, hardware upgrades, and system configurations.
  • Assist with hardware adjustments for on-site users.
  • Provide support for mobile devices, including iPhones and Androids.

Qualifications:

  • 3-4 years of relevant experience, preferably within the financial services sector.
  • Exceptional communication and customer service skills, with the ability to engage effectively with users, peers, and senior management.
  • Strong capability to work independently as well as collaboratively with a remote team.
  • A genuine desire to assist others, coupled with a positive attitude, excellent problem-solving skills, and the ability to prioritize tasks under pressure.
  • Familiarity with collaboration tools such as Zoom, Webex, and Teams.
  • Proficient in supporting Microsoft Excel, Word, and Outlook.
  • Demonstrated ability to diagnose and resolve hardware and software issues in a Microsoft Windows Domain environment.

Preferred Skills:

  • Experience with large-scale workstation deployments and familiarity with tools like MS Deployment services, PDQ, and WSUS.
  • Basic networking knowledge, including TCP/IP, DNS, DHCP, and Ping.
  • Ability to manage administrative tasks for messaging functions.
  • Understanding of remote applications such as Citrix VDA & VDI, Cisco AnyConnect, and Zscaler.

We value our employees and offer a comprehensive benefits package, including generous paid time off, medical/dental/vision plans, 401(k) retirement and profit-sharing options, a flexible work environment, and more. For additional information, please refer to our benefits resources.

First Eagle Investments is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.