End user technology agent

European Depositary Bank SA ("EDB") is part of the Apex Group. As an independent provider free from institutional influences we can deliver an agile and responsive cross-jurisdictional service in an ever-changing regulatory environment.

Our powerful global infrastructure and breadth of technical experience enables us to provide market leading solutions tailored to benefit our clients.

Our vision is to be the leading provider of Banking, Depositary and Custody services to Asset Managers, Family Offices, Institutional Investors and Corporates. 

Our company was founded in 1973 in Luxembourg. As a wholly owned subsidiary of Hamburg-based private bank M.M.Warburg & CO (AG & CO) KGaA, we made it possible for institutional investors to directly access the Luxembourg financial market. This makes us one of the most experienced depositaries for traditional and alternative investment structures in the Grand Duchy. In 2017 the bank was acquired by the Apex Group and renamed to the European Depositary Bank (EDB) in 2019.

We currently hold fund and securitisation structures with a total value of $260 billion. This is mainly allocated to alternative investments, including real estate, private equity, private debt and renewable energies & infrastructure (as of March 31, 2024).

For the avoidance of doubt we do not deal with retail clients. We neither offer any securities (bonds, shares, notes etc.) nor do we act on behalf of any other financial institution to offer such securities to any clients.

The EUT agent is the onsite contact for the local users who interact with the Apex Group IT covering desktop, telephony, networking, and business applications. While providingahighlevelofcustomerinteraction,EUT agent are responsible to resolve onsite IT requests in a timely fashion. The EUT agent must have a good balance of basictechnicalskills,andcustomerfacingskills.Therole

willreporttotheITOperationslead.

Mainresponsibilities

Onsite IT support for theoffice

• Maintaining the IT infrastructure of theoffice
• Support office technologies and EUC hardware onsiteinc.

building and repairing laptops anddesktops

• L2/L3 support to the Service Desk for end user technologyissues
• Support of Windows 365 infrastructure andendpoints
• Support video conference and meeting roomsolutions
• Deployment of IT equipment to newstarters
• Collection of IT equipment fromleavers
• Printersupport
• Hands & eyes support for remote teams e.g., support network team to deploy infrastructure and resolve onsiteissues
• Network cabling and patching inoffice
• Office moves andsetups
• ITAssetinventorymanagement
• Provision, deploy and support phones inc. Teams forVoice
• Work with vendors who provide IT solutions in theoffice
• Work with local office management on any office technologyissues/requirements
• Working closely with the GroupIT

• Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriatetimes
• Highlight and report all major IT issues and risks to Service Manager in a timely manner
• Escalation point for any issues and requests for users in theoffice
• Research, test and implement new systems to improve efficiencies and satisfy user requests
• Other duties in support of the Group IT, as assigned by the EUTManager

Educationrequirements

• University degree, BAC+2/3 in an IT related discipline or equivalent through relevant work experience.

Work experiencerequirements

• Minimum of 4-6 years of related workexperience.
• Mandatory professionalqualification
• Specify the mandatoryqualificationorcertificationrequired for the position.

Competences

• Good technology understanding and awareness with the MS technologies: Intune, Active Directory, Office 365
• Good written and communication skills inEnglis

• Experience with documentation and improving SOPs and other process documents
• Good customer focus, and excellent timekeeping is a key requirement of the role
• Good interpersonal skills, with a focus on listening and questioning skills
• Good problem-solving abilities and capability to work under owninitiative
• Experience with configuring and supporting any version of Windows 11 and windows 365

5+ years’ experience in a computer related support or and IT operational environment

• Good technology understanding and awareness with the MS technologies: Intune, Active Directory, Office 365 and Windows365
• Good written and communication skills inEnglish
• Experience with documentation and improving SOPs and other process documents
• Good customer focus, and excellent timekeeping is a key requirement of the role
• Good interpersonal skills, with a focus on listening and questioning skills
• Good problem-solving abilities and capability to work under owninitiative
• Experience with configuring and supporting any version of Windows Desktop (10/11)
• Some basis experience with supporting physical networking is desirable but not essential

Computer/office software knowledge and skills

• Detail the software applications required for successfulperformance.
• Understanding of Microsoft active directory Knowing DNS and DHCP technologies

Mindset andbehaviour

• Adaptability and strong problem-solvingskills.
• Ability to work independently, efficiently and targetoriented.
• Excellent time management skills with ability to work to tightdeadlines.

As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team. Benefits As a truly global business, we tailor benefits to each location to safeguard our people and respect local cultures and ways of working. Our people are our greatest asset, and we invest in talent development. Join our global network, and you will benefit from education support, sponsorship and in-house training programs. 

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.