Senior IT Support Engineer (Remote/Hybrid) - San Francisco Bay Area

Halcyon Financial Technology, L.P. (“HalcyonFT”) provides information technology solutions to private equity, hedge fund, investment management firms, and family offices.

We strive to provide excellent client service at every level and in every interaction. We take client service so seriously that client satisfaction is the one and only SLA we guarantee to our clients.

We work as a team to meet the ever-evolving needs of our clients. We never settle for the easiest or quickest solution. Instead, we seek out the best long-term solution for our clients. We never get bored. We never slow down. There is a sense of urgency in everything we do. Our clients expect more. We deliver more.

HalcyonFT is Excellence in IT.

POSITION OVERVIEW

We are looking for a full-time Senior IT Support Engineer to work efficiently in a Remote/Hybrid work environment. While predominantly a remote position, employees who sit in this role will be required to occasionally provide onsite coverage to clients and must be able to arrive at a client’s location (Bay Area San Francisco) within an hour and be able to be online 9:00am PT – 6:00pm PT. This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations. In this role, frequent video conferences with both team members and clients are the norm, facilitating seamless communication and collaboration. We are looking for professionals who can multitask and quickly adapt to client needs while utilizing active thinking and problem solving to ensure the highest levels of client satisfaction.

RESPONSIBILITIES

• Provide high quality, executive-level user support to our financial services clients on-site and remotely
• Build and maintain trust and rapport with clients
• Monitor and support modern cloud systems and infrastructure such as Microsoft Office 365, Azure, and Cisco Meraki
• Design, implement, document and maintain clients’ infrastructure, applications, and system management tools
• Translate complex technical solutions to end-users and decision-makers
• Document assets, configurations, passwords, processes, etc. and maintain current and accurate documentation
• Collaborate with other team members to find the best solutions for our clients
• Willingness to help other team members
• Commitment to ongoing learning and professional development
• Manage Help Desk Tickets: Monitor and respond to requests via Slack and our ticketing system. Prioritize and resolve issues in a timely manner.

REQUIRED QUALIFICATIONS

• 6 years of recent end-user technical support experience, including providing support to executive-level users
• Extensive macOS and Windows Desktop experience
• Experience with Microsoft related technologies: Windows Server, Active Directory, Exchange, and Office 365
• Experience implementing and supporting networks including switches, firewalls and a good knowledge of TCP/IP, DHCP, and DNS
• Experience with cybersecurity tools and best practices, including next-generation antivirus, endpoint protection, DLP solutions, and disk encryption, SSO and MFA
• Experience with Project Management is a plus
• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication, with the ability to effectively interact with diverse end-users and stakeholders.
• Strong time management and ability to prioritize
• Ability to thrive in a fast-paced environment and work effectively under pressure
• Ability to be online daily (Monday-Friday)
• Ability to occasionally provide onsite coverage to clients and must be able to arrive at a client’s location (Bay Area San Francisco) within an hour
• Available to be on call once per quarter for one week
• Education: High school degree
• Preferred: 2 years of experience in financial services
  
• Experience with help desk ticketing systems (e.g., ConnectWise Manage) and remote support tools is a plus

SALARY RANGE

• $80,000-$120,000 Bonus

THE BENEFITS OF WORKING FOR HALCYONFT

• Exposure to cloud technologies such as Office 365, Azure, Dropbox, and Slack
• Part of a team of senior technicians that aim to deliver exceptional service
• Generous compensation
• Best-in-class benefits: medical, dental, HSA, Dependent Day Care FSA, and commuter benefits
• 4 weeks PTO and 10 paid holidays
• 401k employer contribution starting at 6 months of employment
• Quarterly bonus
• Certification and tuition reimbursement
• Opportunities to earn technical certifications
• 1% of profits contributed to non-profits every quarter
• Great Place to Work Certified