About Us

Fenergo is the leading provider of Client Lifecycle Management (CLM) solutions that digitally transform how financial institutions, asset management and fintech firms onboard and manage clients throughout their client lifecycle.

Its software digitally orchestrates every client journey from initial Know your Customer (KYC) and client onboarding, automating regulatory compliance and enabling continuous monitoring throughout the client lifecycle (transaction monitoring, perpetual KYC), all the way to client offboarding.

Fenergo is recognized for its in-depth financial services and regulatory expertise and out-of-the-box rules engine which ensures financial institutions are future-proofed against evolving Environmental, Social and Governance (ESG), KYC, Anti-Money-Laundering (AML), tax and prudential regulations across 120+ jurisdictions. Headquartered in Dublin, Ireland, Fenergo has offices in North America, the UK, Poland, Spain, South Africa, Asia Pacific, and the United Arab Emirates.

Requirements

What Does This Role Entail?

The Helpdesk Support Specialist is the first point of contact for end-users seeking technical assistance. This role involves providing support for hardware, software, and network-related issues, ensuring efficient resolution and maintaining a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach.

Your Responsibilities

User Support

Respond to user inquiries via phone, email, or helpdesk ticketing system
Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues
Assist users with password resets, account unlocks, and basic software installations
Guide users through step-by-step solutions for common technical issues
Escalate complex issues to higher-level IT staff or specialized support teams as necessary

Incident Management

Log and track all incoming support requests in the helpdesk system
Prioritize and categorize issues based on severity and impact
Ensure timely resolution of incidents according to established SLAs (Service Level Agreements)

Technical Troubleshooting

Diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals
Assist with basic network troubleshooting, including connectivity issues and VPN access
Support users with software-related issues, including operating systems, productivity tools, and specific applications used by the company
Maintain and update technical documentation and user guides

System Maintenance and Monitoring

Perform routine checks on systems and applications to ensure they are functioning correctly
Assist in deploying software updates, patches, and system upgrades
Monitor system alerts and respond to potential issues proactively
Assist with setting up and configuring new hardware and software for end-users

User Education

Provide end-user training on common IT tools and best practices
Develop and distribute knowledge base articles, FAQs, and other self-help resources
Promote cybersecurity awareness and best practices among users

Reporting and Documentation

Maintain detailed records of all support requests and resolutions
Identify recurring issues and report them to the Helpdesk Manager for further investigation
Contribute to the development and improvement of helpdesk processes and procedures

Key Expectations

Required: 

2-4 years of experience in a helpdesk or IT support role
Experience with helpdesk ticketing systems and remote support tools
Understanding of computer hardware, operating systems (Windows, macOS), and common software applications Microsoft 365 EcoSystem

Preferred: 

Cloud Platforms: Knowledge of AWS Services an advantage. 
SQL and Data Analysis: Proficiency in SQL, excel, Power BI and other data analysis tools. 
Industry Experience: 1-2 years previous experience in a similar role within a tech or SaaS company. 
Strong problem-solving and analytical skills
Excellent verbal and written communication skills
Ability to work well under pressure and manage multiple tasks simultaneously
Customer service orientation with a focus on user satisfaction
Basic knowledge of networking concepts (e.g., IP, DNS, DHCP) and common IT infrastructure

Educational Background: 

High School Diploma or equivalent; Associate's Degree in Information Technology or related field is a plus

Our Promise To You

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.

What we value is at the CORE of how we succeed:

Collaboration: Working together to achieve our best
Outcomes: Drive Success in every engagement
Respect: A collective feeling of inclusion and belonging
Excellence: Continuously raising the bar

Benefits

Opportunity to work with clients and colleagues on a global scale
Extensive training programs, classroom and online, through ‘Fenergo University'
Opportunity to work on a cutting-edge Fintech Product, using the latest tools and technologies
Medical, Dental, and Vision
401k with company matching
Salary range (base pay) $87,000 - $95,000

Fenergo

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Helpdesk Support Specialist