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.
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