Senior Desktop Support Engineer

Prestigious hedge fund is seeking a Senior Desktop Support Engineer they provide both remote and in-person assistance to the trading floor, executives, and all business functions across our global offices.

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

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

• Ownership of incidents and requests reported via ServiceNow. Prioritizing 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 5 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

Essential

• 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

SPECIAL CIRCUMSTANCES (e. g. shifts, travel overseas, hours):

• Shift rota in place and with other such hours as are necessary to fulfil the role. Flexibility will be required to both support the business and to accommodate liaison with global offices.