Desktop Support Engineer

We are looking for a driven, talented Desktop Engineer to join our DSE Team which is responsible for implementing IT infrastructure projects to improve and streamline our colleagues’ user experience, Corporate IT support and processes, and security posture. You will also provide 1st and 2nd line IT support across the global business with a strong focus on customer service. You will be focusing on resolving Incidents and fulfilling Service Requests whilst keeping your colleagues informed of progress at all times and within SLA. You will follow ITIL's best practices and processes as defined by the Head of IT.

You will have experience supporting two or more types of operating systems (Ubuntu, Windows and/or Mac) and a passion for technology, as well as experience supporting corporate users in a global company. 

Whilst ComplyAdvantage is supportive of a flexible, hybrid working environment, this role is expected in-office presence, on average 3 days a week at our Lisbon office, in order to provide the best support to our teams. 

As a Desktop Support Engineer, you will: 

• Remote desktop support of the 500+ end-user laptops globally;
• Provide subject matter expertise for most System issues raised by our software engineers and share that knowledge with your DSE cohorts;
• Support the asset lifecycle management of IT endpoints and technologies, including Mac, Windows, and Ubuntu;
• Support and help to improve our Tech Stack that is focused around Atlassian (Jira & Confluence), Google, Slack, Mosyle/JAMF, Okta, and other tools. 
• Manage the IT onboarding/offboarding processes for Joiners/Movers/Leavers as you welcome/offboard employees in a professional and efficient manner;
• Champion and promote IT as an enabling function to facilitate and accelerate IT standards across the organization.
• Collaborate and interact with different stakeholders of the Company.

About you: 

As a Desktop Support Engineer, you will:

• ​​Have over 3 years experience in a similar role;
• Proficient in supporting high-performing scale-up organizations with ITSM ticketing system to manage all Incidents and Service Requests.
• Demonstrate expertise in either Mac, Windows, Unix/Linux systems, or all;
• Capable of effectively troubleshooting and resolving issues by leveraging local resources for solution research;
• Proficient in documenting procedures using Confluence (knowledge base) and establishing workflows;
• Possess strong written and verbal communication skills; adept at engaging users across all hierarchical levels to solicit information;
• Confident in seeking assistance when encountering challenging problems.
• Excellent listening and questioning skills to get to to the root cause of the issue;
• Strong customer focus and attention to detail.

Nice to have: 

• Familiarity with modern collaboration and office productivity tools, including Google Workspace &, Google Meets, Jira & Confluence, HR Systems (we use HiBob) and Slack; 
• Hands-on experience managing and supporting Jira Service Management;
• Knowledge of information security and secure service delivery;

About us:

ComplyAdvantage is the financial industry’s leading source of AI-driven financial crime risk data and detection technology. Our mission is to neutralise the risk of money laundering, terrorist financing, corruption, and other financial crime. 

More than 1000 companies rely on us to understand the risk of who they’re doing business with through the world’s only global, real-time database of people and companies. Our solutions identify thousands of risk events daily from millions of structured and unstructured data points. 

We have five global hubs in New York, London, Singapore, Lisbon and Cluj-Napoca and are backed by Goldman Sachs, Ontario Teachers, Index Ventures, and Balderton Capital. 

Since 2014, we have raised over $100 million in funding, and in 2022 alone grew by over 40% to over 500 people globally. Over the next 12 months, as our revenue increases, we plan to increase to 600. 

What’s in it for you? 

• Competitive salary aligned to your skills and experience 
• Equity as we want you to have a part of what we are building 
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best 
• We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
• You will also get a new starter budget of €235 to kit out your home office
• Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
• Annual learning budget of €2200 (prorated based on start date) to drive your performance and career development