ROLE OVERVIEW
In the role of Desktop Support Engineer, the employee responsibilities will include:
- Global end-user and desktop support in a fast-paced environment (includes all offices, remote and executive leadership support)
- Office 365 applications and Windows 10/11 operating system support
- Microsoft Active Directory and Office 365 Exchange Online management
- Citrix Cloud/Microsoft Azure VDA/VDI platform management and support
- HP Workstation, HP Thin Client, Lenovo laptop management and support
- Cisco VoIP phones, Cisco Webex, Cisco Unified CM and Cisco Unity Connection Administration
- Mobile device (iOS, Android) support managed through MDM platform (MobileIron and Microsoft Intune)
- Supporting video conferencing systems (Zoom, Neat, Poly)
- Supporting Market Data Applications (Bloomberg Anywhere/Terminal, etc.)
- Basic Network troubleshooting (DNS, DHCP, Network slowdowns, remote VPN/VDI connectivity problems, etc.)
- Consistently logging and monitoring service tickets to ensure fast, thorough resolution and documentation of every issue through JIRA Service Desk
- Office moves and build outs
- Device inventory and asset management
- Employee onboarding/offboarding
QUALIFICATIONS & REQUIREMENTS
In order to effectively represent the Company and communicate with clients, the employee must be someone who has:
- 3-5 years desktop support experience at hedge fund or investment advisor
- Exceptional customer service with strong written and oral communication skills
- Strong drive and passion for technology and self-development
- Subject matter expert in business areas or technical disciplines
- Strong problem-solving skills, high attention to detail and quick to learn both user and system environments
- Proven ability to work independently and multi-task through complex or emerging problems and issues
- Ability to seek information and collaborate with colleagues to improve outcomes or deliverables
- Good judgement in escalating issues, seeking information and assistance from management as well as evaluating requests to ensure directives are understood before setting a course of action
- Keen attention to detail, with commitment to follow through and follow-up
- Extensive understanding of desktop support standards and best practices including related hardware and software
- Experience supporting mobile devices, remote users and troubleshooting remote VPN/VDI connections
- Knowledge of PowerShell, scripting, automation, and packaging (Microsoft System Center Configuration Manager) is a plus
- Travel may be required across all office locations for coverage and/or initiatives
- Responsive to client requests, provides solutions to meet their needs and accountable for team's deliverables
- Offers solutions and considers creative alternatives in addressing business issues or needs
- Identify and enforce processes and procedures to ensure that deliverables comply with relevant business requirements
- Maintain working partnerships with relevant Investment and Non-Investment stakeholders and execute efficiently on responsibilities which include establishing priorities, setting accurate timelines, agreeing success criteria, and communicating progress effectively and transparently