Desktop Engineer

Susquehanna is looking for a London Support Engineer, who will join our existing London Support team responsible for supporting all teams in Susquehanna’s London office, primarily a highly advanced Trade floor. This is a demanding and varied environment that covers a range of User Services for all Susquehanna’s London Employees. This encompasses:

• Telecommunications support (including IPC Turret, Cisco Phone, and mobile support)
• Desktop Support (SCCM Builds, all Hardware and Software support)
• Application Support (desktop trading apps, BBG Terminals, Office to name a few)
• Web Conferencing and AV administration and support
• Coordinate and support all visitors, moves, and onboarding
• Inventory Management
• Printing Support

This role involves working in an energetic, dynamic, and fast-paced environment providing full support for all employees in London. You will display a strong technical ability in making critical support judgments while working under pressure. As a member of the London Support team, you will participate in early morning and late evening shifts and may also be requested to support out of hours work where required. You will collaborate with teams locally, in the Dublin office, and across other offices globally to provide excellent support and services to the business.

• Provide 1st and 2nd level support – working closely with the software development teams and system architects to provide essential primary support for all desktop software and hardware systems – using tools such as Jira, Confluence, Splunk, WinDbg, Check_MK, and Wireshark.
• Continuous evaluation and improvement of support procedures, development, and implementation of required/agreed tools and associated runtime environments.
• Interact with various internal IT support functions to troubleshoot and resolve problems as they happen.
• Liaising with technology teams in Ireland, US, and/or external vendors as required.
• Maintain our Knowledge Base and ensure all relevant run books are up to date.

Experience

• 3 years+ providing desktop support for software and hardware systems.
• Development or trading user support experience is beneficial.
• Excellent working knowledge of Windows desktop OS Win 10 64bit.
• Ability to monitor and diagnose desktop issues.
• Ability to make changes to the system registry for configuring the Windows operating system.
• PowerShell scripting would be an advantage.
• BSc in a technical discipline or equivalent experience.
• Experience working with SCCM would be an advantage.
• Excellent knowledge of MS Office (2003/2010/2016/O365), in particular Excel.
• Strong knowledge of Active Directory.
• Strong working knowledge of peripherals, printers, graphics cards.
• Hardware experience (KVM switches, multiple screens setup {4x 4k screens}, ability to replace components such as graphics cards, CPUs, etc).

Personal Skills

• Initiative – proven record of seeking continuous improvement and implementing best practices in a technology environment.
• Ability to work under pressure and tight deadlines.
• Self-motivated and creative.
• Strong communication (verbal and written) – ability to convey technically complex subjects in a clear and concise manner.
• Attention to detail – thorough in work carried out.
• Interpersonal – friendly and approachable.
• Teamwork – working together to meet deadlines.
• Excellent time management, organization, and prioritization skills.
• Flexibility – all members of the team participate in early morning and out of hours support schedules.
• Desire to learn and improve skills and knowledge.