Senior Engineer, Desktop Support

ROLE OVERVIEW

In the role of Desktop Support Senior 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:

• 10+ 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