End User Services Support Engineer

End User Services Support Engineer

The End User Services Support Engineer is responsible for providing quality support services and proactive preventative maintenance in a fast pace financial company. This is a hands-on role requiring the ability to handle various priorities with expertise and exceptional judgment.

Principal Responsibilities

• Deliver high-quality white glove 1st to 3rd line support to all users in a courteous professional manner.
• Triage and manage issues that require engagement from multiple teams and provide transparency to senior management for major issues and potential escalations.
• Produce technical documentation/knowledgebase articles.
• Confident troubleshooting for Microsoft Windows OS, Linux OS (advantageous), Microsoft Office including O365, Trading & Market Data applications including Bloomberg, Mobile computing.
• Strong analytical and problem-solving skills across the infrastructure stack including cloud technologies.
• Ability to work independently and under pressure.
• Flexible in approach, comfortable dealing with ambiguity when necessary.
• Contribute ideas to improve current technology and team operations.
• Identify and help to automate processes within Infrastructure.

Qualifications/Skills Advantageous

• Must have experience working at a finance company supporting trading applications
• Quick learner, Detail oriented; Demonstrable thoroughness and strong ownership of work.
• Onboarding users onto technology systems including remote workstations.
• Familiar with PC hardware\software troubleshooting and deployment practices for desktops.
• Ability to troubleshoot\script in Python\PowerShell.
• Citrix VDA infrastructure and application support including Dell thin terminals.
• Experience in enterprise change management and outage escalation procedures.
• Able to effectively provide support to remote locations including home setups.
• Comprehensive knowledge of Windows 10\11, Microsoft Office 2021/O365.
• Broad understanding of mobile tech including Intune, Android and IOS devices.
• Cisco and IPC phone support.
• Webex\Zoom\Slack\Teams support including Video calls & content sharing.
• Experience working with 3rd party vendors to resolve complex issues.
• Excellent written and verbal communications skills as well as strong customer service experience.
• Demonstrate an ability and interest in having a hands-on approach to the trade floor support function.