IT Service Specialist (Fintech)

TL;DR

IT Service Specialist (Fintech/ITSM): Providing first-line technical support for hardware, software, and network issues to ensure operational efficiency for financial clients with an accent on incident management and remote troubleshooting. Focus on resolving O365 and connectivity problems, managing tickets via ITSM tools, and maintaining technical knowledge bases.

Location: Manila, Philippines. Hybrid model: must be able to work onsite 2x a week.

Company

hirify.global is a leading provider of integrated investment management solutions and an independent subsidiary of the Deutsche Börse Group.

What you will do

• Act as the primary point of contact for IT support via phone and ticketing systems, diagnosing hardware, software, and network issues.
• Record, track, and manage incidents and requests using ITSM tools (JIRA, ServiceNow, or Remedy).
• Guide employees on IT policies, tools, and best practices to maintain a secure environment.
• Manage account creation, password resets, and access permissions following security protocols.
• Develop and update the Service Desk knowledge base and self-service resources for end users.
• Collaborate with 2nd line teams to resolve complex technical issues following ITIL processes.

Requirements

• 4+ years of experience in an IT Service Desk or technical support role.
• Proficiency with ITSM tools, specifically JIRA (preferred), ServiceNow, or Remedy.
• Working knowledge of Microsoft Technology (O365, MS Teams, OneDrive, Azure, VPNs) and Windows OS.
• Basic understanding of network infrastructure and remote access technologies.
• Knowledge of the ITIL framework.
• Ability to work on shifting schedules (APAC, EMEA, AMERICA) and work onsite in Manila 2x a week.

Culture & Benefits

• Competitive salary, bonus scheme, and pension plan.
• Hybrid workplace model with flexible working hours.
• Environment focused on skills development and professional growth.
• Certified "Great Place To Work" for two consecutive years.
• Inclusive and collaborative culture within a global organization.