Senior Associate, IT, Desktop Deployment Engineer (End User Technology)

About MUFG Investor Services:

MUFG Investor Services provides asset servicing solutions to the global investment management industry. Leveraging the financial and intellectual capital of MUFG – one of the largest banks in the world with $2.8 trillion in assets – we provide clients access to a range of leading solutions from fund administration, middle-office outsourcing, custody, foreign exchange, trustee services and depository to securities lending and other banking services.

With a diverse and dynamic network of offices across the globe, MUFG Investor Services provides challenging and rewarding careers. We achieve this by offering continuous learning and development, collaborative team work environment, promotion of work-life integration, and exposure to a wide variety of work.

Imagine your future at MUFG Investor Services where you can grow professionally, in a diverse and inclusive workplace that rewards your contribution.

#LI-Hybrid

Responsible for Desktop Engineering and mobile device support

IT services and support activities:

• Manage escalated/assigned IT Support tickets via ManageEngine concerning newly imaged laptops/desktops.
• Create, Configure, and deploy Autopilot images (Endpoint Manager).
• Responsible for refining the “White Glove” process as part of the on-boarding process.
• Administer and support all aspects of Office 365 Endpoint Manager including, MDM, MAM, iOS/Android.
• Maintain inventory of equipment and software licenses.
• Ensure the team’s adherence to the standard operating procedures and the quality of the service being rendered (such as resolving incidents on the first call, minimising re-opening of the tickets, maintaining ticket quality and quality of the documentation, etc.)
• Handle escalated issues, work autonomously to resolve complex problems in a multi-functional setting, assessing, and communicate issues of technological impact.
• Collaborate with IT Service Management/Application/IT Operations teams for major incidents. Escalate, as necessary, to Senior Management.
• Identify/gather enhancements areas (such as process improvements/reporting enhancements/automation) and report it to the Head of End User Technology.
• Increase operational efficiency by automating repetitive tasks and building a solid knowledge base, reducing the time and effort to rediscover knowledge.
• Learn new technologies and acquire new skills as and when required to cater to changing demands.
• Provide on-the-job training as necessary to junior members of the team.
• Solid technical knowledge in Windows (10,11, Server), Azure Active Directory, Microsoft 365 (Exchange, MS Teams, MDM, MAM, Auto Pilot, Intune, Jamf etc.), Microsoft Virtual desktop, Citrix XenApp and Monitoring tools.
• Proven experience in technical support activities for desktops/laptops, smartphones, telephony, and networking.
• Working knowledge of ITIL processes (certification desirable).
• Experience working with IT ticketing systems such as Remedy, Manage Engine, JIRA Service Desk, or ServiceNow.

• Bachelor’s degree in Information Technology, Information Systems, Computer Science or related field (post graduate degree a plus).
• A minimum of 8+ years in a hands-on Information Technology Support role, preferably within the financial services sector.

At MUFG Investor Services, we are exceptionally proud of our approach to Hybrid Working. It enables the flexibility to thrive from wherever our employees work and, stay connected to their team and our culture. When we make Hybrid Working plans, we get to know the individual and pride ourselves in underpinning all our decisions with fairness and consistency.

MUFG Investor Services provides all of its employees with an extremely attractive compensation package. In addition to base salary, there is a group medical insurance scheme, group pension scheme, reimbursement of professional subscriptions, paid holidays and assistance towards gym memberships.

We thank all candidates for applying; however, only those proceeding to the interview stage will be contacted. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only to provide an accessible candidate experience.

MUFG is an equal opportunity employer.