End user technology agent

European Depositary Bank SA ("EDB") is part of the Apex Group. As an independent provider free from institutional influences we can deliver an agile and responsive cross-jurisdictional service in an ever-changing regulatory environment.

Our powerful global infrastructure and breadth of technical experience enables us to provide market leading solutions tailored to benefit our clients.

Our vision is to be the leading provider of Banking, Depositary and Custody services to Asset Managers, Family Offices, Institutional Investors and Corporates.

Our company was founded in 1973 in Luxembourg. As a wholly owned subsidiary of Hamburg-based private bank M.M.Warburg & CO (AG & CO) KGaA, we made it possible for institutional investors to directly access the Luxembourg financial market. This makes us one of the most experienced depositaries for traditional and alternative investment structures in the Grand Duchy. In 2017 the bank was acquired by the Apex Group and renamed to the European Depositary Bank (EDB) in 2019.

We currently hold fund and securitisation structures with a total value of $260 billion. This is mainly allocated to alternative investments, including real estate, private equity, private debt and renewable energies & infrastructure (as of March 31, 2024).

For the avoidance of doubt we do not deal with retail clients. We neither offer any securities (bonds, shares, notes etc.) nor do we act on behalf of any other financial institution to offer such securities to any clients.

The EUT agent is the onsite contact for the local users who interact with the Apex Group IT covering desktop, telephony, networking, and business applications. While providing a high level of customer interaction, EUT agent are responsible to resolve onsite IT requests in a timely fashion. The EUT agent must have a good balance of basic technical skills, and customer facing skills. The role will report to the IT Operations lead.

Main responsibilities

Onsite IT support for the office

Maintaining the IT infrastructure of the office

Support office technologies and EUC hardware onsite inc.

building and repairing laptops and desktops

L2/L3 support to the Service Desk for end user technology issues

Support of Windows 365 infrastructure and endpoints

Support video conference and meeting room solutions

Deployment of IT equipment to new starters

Collection of IT equipment from leavers

Printer support

Hands & eyes support for remote teams e.g., support network team to deploy infrastructure and resolve onsite issues

Network cabling and patching in office

Office moves and setups

IT Asset inventory management

Provision, deploy and support phones inc. Teams for Voice

Work with vendors who provide IT solutions in the office

Work with local office management on any office technology issues/requirements

Working closely with the Group IT

Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriate times

Highlight and report all major IT issues and risks to Service Manager in a timely manner

Escalation point for any issues and requests for users in the office

Research, test and implement new systems to improve efficiencies and satisfy user requests

Other duties in support of the Group IT, as assigned by the EUT Manager

Education requirements

University degree, BAC+2/3 in an IT related discipline or equivalent through relevant work experience.

Work experience requirements

Minimum of 4-6 years of related work experience.

Mandatory professional qualification

Specify the mandatory qualification or certification required for the position.

Competences

Good technology understanding and awareness with the MS technologies: Intune, Active Directory, Office 365

Good written and communication skills in Englis

Experience with documentation and improving SOPs and other process documents

Good customer focus, and excellent timekeeping is a key requirement of the role

Good interpersonal skills, with a focus on listening and questioning skills

Good problem-solving abilities and capability to work under own initiative

Experience with configuring and supporting any version of Windows 11 and windows 365

5+ years’ experience in a computer related support or and IT operational environment

Good technology understanding and awareness with the MS technologies: Intune, Active Directory, Office 365 and Windows 365

Good written and communication skills in English

Experience with documentation and improving SOPs and other process documents

Good customer focus, and excellent timekeeping is a key requirement of the role

Good interpersonal skills, with a focus on listening and questioning skills

Good problem-solving abilities and capability to work under own initiative

Experience with configuring and supporting any version of Windows Desktop (10/11)

Some basis experience with supporting physical networking is desirable but not essential

Computer/office software knowledge and skills

Detail the software applications required for successful performance.

Understanding of Microsoft active directory Knowing DNS and DHCP technologies

Mindset and behaviour

Adaptability and strong problem-solving skills.

Ability to work independently, efficiently and target oriented.

Excellent time management skills with ability to work to tight deadlines.

As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team. Benefits As a truly global business, we tailor benefits to each location to safeguard our people and respect local cultures and ways of working. Our people are our greatest asset, and we invest in talent development. Join our global network, and you will benefit from education support, sponsorship and in-house training programs.

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.