IT Field Services Engineer

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As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.

With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.

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We are seeking a proactive and technically skilled IT Field Services Engineer to join our IT Operations team. This role will primarily be responsible for providing hands‑on technical support for laptops, desktops, mobile devices, and peripherals, including imaging, hardware diagnostics, inventory management, and Windows‑based systems as well as Mac system troubleshooting to end users. The ideal candidate will be technically competent, highly organized, excellent problem‑solving skills and possess strong verbal communication skills to effectively support and guide end‑users in a professional manner.

• Perform imaging, configuration and deployment of laptops/desktops using tools such as SCCM or Intune.
• Set up and configure device for new hires onboarding by preparing and delivering fully functional IT equipment.
• Troubleshoot hardware issues (e.g. screens, batteries, memory, hard drives, keyboard, RAM upgrades) and coordinate repairs or replacements.
• Manage and update IT asset inventory, including asset tagging, tracking and decommissioning of devices. Perform regular audits of IT assets and update records in asset management system.
• Respond to IT Service desk tickets in Service Now, ensuring accurate documentation of issues, resolution and follow‑ups.
• Escalate unresolved issues to the appropriate team and follow up to ensure closure.
• Ensure timely resolution of incidents and request while meeting defined SLAs.
• Install and configure peripherals including printer, scanner, docking stations, and monitors.
• Assist with installations, updates.
• Maintain accurate records of service calls, repairs, and other maintenance activities.
• Setup, configure, and troubleshoot audio visual equipment for meetings, presentations and events.
• Provide remote and on‑site support, including mobile device setup and VPN troubleshooting.
• Collaborate with other IT teams on infrastructure upgrades, projects and process improvement.
• Create and update technical documentation, including knowledge base articles for common issue.
• This is a customer‑facing role; it requires professionalism, responsiveness, and a commitment to service excellence.

• Diploma or bachelor’s degree in information technology, Computer Science, or a related field.
• 3+ years of experience in IT support, desktop support or end‑user services.
• Proven experience as a Field Service Engineer or similar role.
• Involves physical activities of lifting and moving IT equipment.
• Strong technical knowledge with Windows operating system, common desktop applications, and basic networking knowledge.
• Working knowledge of Service Now or similar ITSM/ticketing platform.
• Familiarity with Active Directory and other end‑user workplace related technologies.
• Proficiency in Mac operating system is an advantage.
• Strong problem‑solving and customer service skills.
• Ability to manage time effectively and prioritize tasks in a fast‑paced environment.
• Willingness to work outside scheduled business hours.
• Strong communication and interpersonal skills to effectively interact with clients and team members.
• Ability to adapt to dynamic work environments and unforeseen technical challenges.
• IT certifications ITIL foundation are a plus.

We are committed to supporting your development, advancing your career, and providing benefits that matter to you.

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