Senior Global Service Desk Analyst

Rimes Technologies · Manila

About Rimes

Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.

The Senior GSD Analyst owns the office network (LAN and Wi-Fi using Meraki), which is the primary focus of the role, together with the planning and delivery of office moves and site setups, printer and peripheral support, and hands-on desk-side support for office users where required. Together, these form the IT & Network Support Engineer scope of the role.

The role also performs Level 3 responsibilities, providing expert-level troubleshooting, escalation ownership, and technical depth across Rimes global operations. It serves as the senior technical escalation point between L1/L2 support and specialist resolver teams, ensuring complex incidents are resolved efficiently while maintaining a high standard of ticket quality, knowledge management, and service delivery. Rimes delivers its technology from its own datacenter and the Cloud, and this role helps keep both internal and external users supported within SLA.

Responsibilities:

Network & Connectivity (Meraki)

Own, administer and maintain office LAN and Wi-Fi using the Meraki platform (switching, wireless, dashboard)
Lead troubleshooting of connectivity issues (VLANs, DHCP, DNS, wireless) and isolate local vs. upstream causes
Liaise with ISPs on local bandwidth, faults and circuit changes
Escalate to Infrastructure & SRE with full diagnostics for deeper network or firewall issues
Plan and implement office network improvements (e.g., VLAN design, Wi-Fi coverage and capacity, switch and access point refreshes)

BAU – Escalation Handling

Handle escalations from L1 and L2 as the senior technical escalation point
User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments)
Handle SFTP client connection issues and requests

Advanced Troubleshooting

Expert-level troubleshooting across OS, M365, networking, and endpoint security
Device/application installation & troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing)
Interpret logs, dashboards, and monitoring tools to isolate root causes
Lead incident ownership for high-severity or complex cases

Desk-Side & Office IT Support

Provide hands-on desk-side and in-person support to office users where required (escalated or complex cases): laptops, desktops, peripherals and meeting room equipment
Support joiner, mover and leaver activity and equipment refreshes, including device build, hand-out and collection
Maintain meeting room and A/V conferencing equipment in working order

Printers & Peripherals

Manage printers and MFDs, including supplies, configuration and driver/queue support
Own vendor liaison and break/fix for printers and MFDs

Office Movements & Site Management

Lead the planning and delivery of office moves, new site setups and decommissions (devices, network, peripherals, A/V)
Coordinate with facilities, vendors, ISPs and Infrastructure teams
Follow established change management processes for site and network changes

End-Point and Patching Management

Endpoint provisioning via Autopilot, Intune, and PDQ
Application packaging and patching (e.g., Patch My PC)

Monitoring

Production Server Alert monitoring
Foundry High-Severity Alert monitoring
Monitor office network and connectivity alerts (e.g., Meraki dashboard, Datadog) and escalate per runbook

Hardware Asset Management

Receive hardware from procurement/vendors; validate completeness (model, serial, quantity, accessories)
Tag assets and ensure correct unique identifiers (serial number, asset tag)
Create/verify asset records in CMDB (ownership, location, cost center, warranty)
Perform initial readiness checks (boot test, battery/charger)
Act as L3 escalation for hardware tickets (repeated failure, degradation, incorrect assignment)
Troubleshoot: hardware defect vs. configuration vs. usage-related cause

Software Asset Management

Validate software requests (title/version, justification, approvals)
Fulfill approved requests using standard deployment tools
Ensure license availability before deployment; record assignments in SAM system
Assign and reclaim licenses from leavers, inactive users, and unused software

Projects & Continuous Improvement

Lead and execute GSD sprint projects
Drive automation and continuous improvement initiatives

Qualifications and Required Experience

Bachelor's degree in Information Technology, Computer Science, or a related course (or equivalent practical experience)
5+ years of experience in an IT support role (service desk, desktop/desk-side support, end-user or office support, or similar), including office network support
Demonstrated experience with Windows OS and macOS troubleshooting
Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
Solid experience of on-prem and/or Azure environments (e.g., AD/Entra, Microsoft 365, VPN)
Hands-on experience administering Meraki (switching, wireless and the dashboard)
Strong LAN fundamentals and advanced network troubleshooting (VLANs, DHCP, DNS, wireless)
Experience supporting printers and peripherals in a corporate environment
Experience with Jira ITSM or equivalent ticketing platform (e.g., Ivanti), with good ticket discipline
Working knowledge of Jira Service Management (JSM) — queues, request types, SLAs, workflows, and automation rules
Basic to advanced knowledge of SFTP/FTP file transfer — client configuration, key and credential management, and troubleshooting connection and transfer failures
Strong communication and customer service skills, written and verbal, including incident documentation
Ability to work independently, lead complex incidents and escalate when required
Can do 3x RTO - Hybrid, EMEA Working Schedule

Preferred Certifications

ITIL Foundation (v3 or v4)
Microsoft 365 Fundamentals (MS-900) or M365 Endpoint Administrator (MD-102)
Azure Fundamentals (AZ-900)
CompTIA A+ or equivalent hardware certification
CompTIA Network+ or CCNA (desirable); Cisco Meraki certification (e.g., CMNO) also valued

Desirable Skills

PowerShell scripting for automation and diagnostics
Experience with Intune/SCCM and endpoint management tooling
Familiarity with Autopilot, Patch-My-PC, PDQ, or similar provisioning tools
Exposure to Confluence, knowledge base management, or technical writing
Awareness of SOC2 compliance and IT security governance principles
Experience managing office moves or site openings
Familiarity with monitoring tools (e.g., Datadog) and firewall basics
Experience working in a multi-site team across time zones
Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization, and knowledge base authoring)

Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.

Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

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