Support Engineer

Support Engineer

We are seeking a Senior Support Engineer who is responsible for providing quality support services and proactive preventative maintenance in a fast-paced financial company. This is a hands-on role requiring the ability to handle various priorities with expertise and exceptional judgment.

Principal Responsibilities

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

Qualifications/Skills Advantageous

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