Desktop Support Engineer (M365/Intune)

GPP a Titan Wealth Company

GPP is a multi-award-winning UK-based financial services firm that provides execution, structured products, clearing, and custody services to broker-dealers, wealth managers, family offices, and professional traders. Clients are able to access the global financial markets via GPP's multi-asset class trading platform, which provides trade execution, clearing, and custody services.

As part of the Titan Wealth group, GPP and Titan Wealth Solutions offer a compelling alternative platform to traditional administration models through its core deliverables of scalability, efficiency and innovation. As a full end-to-end investment lifecycle services platform, we are fully compliant with CASS 6 and 7 with client assets and cash held with BNY Mellon and Barclays Bank.

Our vision is to be the leading services provider for wealth management professionals by providing leading-edge, innovative solutions. As the technology team, we are committed to achieving this vision by driving innovation and excellence in what we deliver. We require creative, objective, and forward-thinking in order to develop our strengths and minimise our weaknesses while architecting scalable solutions.

Our values are:

- Professionalism; how we treat our clients and our colleagues

- Trust; embrace innovation and adapt to change

- Innovation; dare to create and don't fear failure

Learn more about GPP, Titan Wealth, and Titan Wealth Solutions:

- https://www.titanwh.com/gpp-cape-town/ 

- https://www.gpp.group/ 

- https://www.titanwh.com/ 

- https://www.titanwealthsolutions.com/ 

The role

Working as part of the IT infrastructure support team covering SA and UK offices you will act as a cloud support engineer for the Titan group. The role is full-time based in the SA office, as users require in person support 5 days a week. Hybrid may be considered in the future as business needs allow.

• Offering IT services & support over telephone, email, remote, but mostly face-to-face.
• As needed to assist the migration team to onboard new companies into the group M365 tenant (through acquisitions). This includes rebranding, like changing UPNs and central signatures.
• Using ManageEngine SD+ for logging, monitoring and managing tickets.
• Work closely with users from all global offices to resolve issues, keep users informed and escalate to second/third line where appropriate.
• Follow industry best practice to proactively maintain the infrastructure to prevent failures/issues and improve performance, availability and resilience.
• Build and maintain corporate PCs/laptops, keeping adequate spares-levels (inventory).
• Administration of starters and leavers, getting quotes and placing orders (procurement).
• Guide and support users in following group IT standards, policies & procedures.
• Manage/participate in project initiatives (as assigned) to achieve broader IT objectives
• Contribute to and maintain documentation for processes and procedures.
• Adhere to all FCA regulations including consumer duty.

• 2+ years’ experience with desktop support using M365/Intune.
• Excellent English communication skills, comfortable in high engagement environment.
• Patient with users and ability to build good rapport.
• Great customer service skills.
• A+ PC technician / N+, MD100, MD101 certifications are advantageous.
• Some understanding of networking, routers, firewalls. E.g. able to replace router/AP.
• Proactive and ability to work with minimal direction.
• Self-motivated, well organised, skilled in prioritisation and working to SLAs.
• Excellent methodology in fault-finding.
• Strong working knowledge of MS Windows 10/11 Enterprise, M365 Administration.
• Endpoint manager, Teams Telephony and Sharepoint.
• Good working knowledge of Active Directory and Identity Management in Azure.
• Understanding of cyber security frameworks like NIST/CIS advantageous.
• Good understanding of Windows Server / roles and features would be beneficial.
• Solid working knowledge of mobile device platforms; iOS, Android and MS Surface tablets.

Why work for us?

- Flexible working environment with remote work as the focus, we use Workshop 17 at the V&A Waterfront in Cape Town as a co-working location when face-to-face would be beneficial to the team.

- We believe in a healthy work/life balance, especially with the shift to a remote work focus. We encourage our team members to take time off, refocus, and reenergize and that a healthy separation from work can be maintained.

- We have an open, trusting, empowering, friendly and importantly informal and relaxed environment. Your ideas and experience could contribute to shaping how we work, what we work on and help us continually drive innovation and improvement.

- Competitive salary – we keep up with the latest market trends and strive to pay competitively.

- Competitive holiday leave – 20+ days’ annual leave (earn an extra day for every year worked, up to 3 extra days)

- Performance-related discretionary annual bonus.

- Retirement, Risk, and Medical-Aid contribution – we will contribute to a medical aid of your choosing.

- Training budget allowance for further study or attending conferences, including paid days off to study.

The Titan Wealth Group is firmly committed to fostering an inclusive and equitable environment for everyone who works with us, regardless of their race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. We believe that having a diverse team allows us to create the best possible outcomes for our clients and team members. We strive to provide equal opportunities in all aspects of the workplace with respect to recruitment and career advancement, pay and benefits, training and development opportunities and other job-related activities