About this role Do you enjoy resolving technical issues while watching the members of your team evolve their carriers? Then BlackRock's Support team is looking for you! The Technical Support Level Two Team is considered the face of IT and our customers’ window into the wider technology organization. Its responsibilities lie in resolving day to day tickets elevated by the first-tier support team. Your role in this team will be to ensure the TSL2 team is providing best-in-class service to your local customers. Why is your role important? We are looking for people who want to be an active participant in the maturation of the team's processes while mentoring individuals on their career paths. Our team foundation is based upon giving constructive feedback during the ticket QA process and regular performance reviews with the goal to enable the team to reach new heights. The primary responsibly of the team is to provide swift and professional deskside IT support using the ServiceNow ticket management system to track and resolve issues as they come in from the Service Desk. This role is flexible in workload and will sometimes include projects or other tasks as needed. What will you be doing? Collaborate with other support groups across global locations to assist in troubleshooting customer issues Use in house tools for building, monitoring, and supporting customer devices Participate in disaster recovery test exercises Update procedures and ensure they are followed so all offices provide the same high-quality support What are we looking for? Experience providing support for clients in a financial environment Excellent customer service-based approach Solid technical knowable and the ability to solve complex computer issues Ability to prioritize tasks and issues according to the business impact Good written and verbal communication skills Proven time management skills Strong organizational and analytical skills Ability to multi-task and work in a high-pressure environment Taking ownership and following through on issues to closure and root cause resolution Demonstrating the desire to empower your team to achieve a higher standard Our benefits To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about. Our hybrid work model BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock. About BlackRock At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress. This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive. For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law. BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law. BlackRock's purpose is to help more and more people experience financial well-being. As a global investment manager and a leading provider of financial technology, our clients—from grandparents, doctors, and teachers to large institutions—turn to us for the solutions they need when planning for their most important goals. People join our firm from around the world to gain real-world experience while making an impact. Discover how you can have a career at BlackRock that's exciting, rewarding and full of possibilities.