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Desktop Support Engineer

Brevan Howard
Austin, TX Full Time
POSTED ON 4/2/2025
AVAILABLE BEFORE 5/2/2025

The Global Desktop Support Team is responsible for delivering top-tier support for the firm’s desktop infrastructure. We provide both remote and in-person assistance to the trading floor, executives, and all business functions across our global offices.


We are looking for a highly skilled Desktop Support Engineer to join our dynamic IT team in Austin. In this role, you will be instrumental in maintaining the seamless operation of our end-user computing infrastructure within a fast-paced and high-pressure hedge fund environment. Additionally, you will contribute to the successful execution of Brevan Howard’s end-user computing strategy, ensuring a robust and efficient IT landscape for the firm.


  • Ownership of incidents and requests reported via ServiceNow. Prioritising and escalating issues where necessary and ensuring timely resolution with exemplary ticket management.
  • Experience of market data applications (Bloomberg, Refinitiv as an example)
  • Troubleshoot and resolve a wide range of technical issues, including hardware, software, networking, remote access, and telephony.
  • Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles.
  • Participate in rota based on-call support.
  • Collaborate with other IT team members and external vendors to address more complex issues and implement solutions.
  • Participate in IT projects and initiatives, contributing to their successful execution.


WORK EXPERIENCE/BACKGROUND:

Essential

Min 3 years’ desktop support experience within the Financial Services industry.


Desirable

Hedge fund environment


TECHNICAL / BUSINESS SKILLS & KNOWLEDGE:

Essential

  • Trade floor / white glove / VIP deskside presence
  • High level of ServiceNow ticket management competency
  • VMWare VSphere Suite Administration
  • Strong technical grasp of strategic platforms such as MS Windows, Networking and Security, WAN, LAN, DNS.DHCP.
  • Active directory administration including GPO
  • Microsoft 365 administration
  • Microsoft Office Suite
  • End user experience monitoring
  • Market data applications
  • Understanding of build and client distribution architectures (SCCM)
  • Understanding of networks with the ability to troubleshoot local issues
  • Knowledge of ITIL principles and core processes.


Desirable

  • VMWare Horizon
  • PowerShell and other scripting languages
  • Automation tools


BEHAVIOURS / COMPETENCIES

  • Awareness of the critical role of IT in a fast-paced hedge fund firm
  • VIP Support experience
  • Self-starter who will work well in a busy globally dispersed team
  • Energetic, enthusiastic, and well organised
  • Experience in dealing with end users with tact and diplomacy using demonstrable interpersonal and communication skills
  • Appreciation of optimal customer service delivery strategies
  • By default, can communicate appropriately and effectively with globally dispersed end users, teams, and management up to and including C suite level.
  • Business minded individual, credible in discussions with technical and non-technical stakeholders
  • Highly organised and self-motivated who can work under their own initiative without supervision
  • Calm under pressure and who can remain focused on the priority deliverables.
  • Takes complete ownership of incidents through to resolution.
  • Team player who always displays empathetic interpersonal skills and respectful collaboration.
  • A willingness to learn and keep up to date with technologies and how they can best serve the business.
  • Understands that much can be learnt from when things don’t go to plan.
  • Excellent analytical troubleshooting triage skills and attention to detail
  • Ability to quickly assess situations and adapt accordingly
  • Able to multitask and prioritise

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