What are the responsibilities and job description for the Sr Helpdesk and Systems Management Specialist position at Option One Technologies?
Who are we?
Option One Technologies is a next-generation managed IT and cloud platform that democratizes the best-in-class technology for financial services and institutions.
Founded in 2019 by alumni from the Boston-based hedge fund Highfields Capital Management, our mission is to make innovative solutions accessible to all enterprises, whether established or emerging. We align technology with client success through robust security, efficient management, and dedicated support.
The L3 Systems Specialist is a senior technical leadership role serving as the escalation point for L1 / L2 engineers while managing enterprise systems, and cloud platforms across client environments. This position is responsible for leading complex technical projects, overseeing new client onboarding implementations, and ensuring service delivery excellence through dedicated technical teams. The role requires deep expertise in systems architecture, strong project management capabilities, and the ability to provide strategic technical guidance while maintaining high availability and performance of critical client infrastructure and applications.
L3 Helpdesk and Systems Management Specialist
Job Summary :
As the L3 Helpdesk and Systems Management Specialist, you will serve as the highest level of technical support for complex issues and escalations. You will be responsible for resolving the challenging end-user and system problems, managing and optimizing systems infrastructure, and providing expert guidance to L1 and L2 support teams. Your role will involve advanced troubleshooting, system analysis, and client systems management.
Key Responsibilities :
- L1 & L2 Support :
- Provide first-line technical support for end-users across various platforms and applications
- Resolve common issues related to hardware, software, networks, and peripherals
- Manage and respond to support tickets within defined SLA timeframes
- Perform basic to intermediate troubleshooting and problem resolution
- L3 Support :
- Serve as the escalation point for complex technical issues for the helpdesk team
- Perform root cause analysis on systemic issues and develop long-term solutions
- Provide advanced technical support for desktop, laptop, and mobile devices across various platforms (Windows, macOS, Linux, iOS, Android)
- Provide advanced technical support for systems and platforms (Microsoft 365, Azure, GSuite, others…)
- Ticket Management in JIRA ITSM :
- Oversee the ticket queue and ensure timely responses to all tickets within Jira ITSM
- Assign and allocate resources effectively to manage workload and meet SLAs
- Develop and implement strategies to improve ticket resolution times and quality
- Generate reports on ticket metrics and identify trends for process improvement
- Mobile Device Management :
- Architect and manage enterprise mobility solutions across iOS and Android platforms
- Design mobile application management (MAM) and mobile device management (MDM) strategies and app deployment workflows
- Develop and enforce mobile security policies, including containerization and data loss prevention
- Oversee mobile device lifecycle, from provisioning to retirement
- Implement mobile threat defense solutions and integrate with existing security infrastructure
- Manage mobile certificate management and authentication systems
- Financial Data Application Support :
- Provide support for financial data applications such as Bloomberg, FactSet, Enfusion and others
- Troubleshoot issues related to data feeds, integrations, and custom setups in financial applications
- Liaise with financial application vendors for advanced support and issue resolution
- Stay updated on new features and updates in financial data applications and communicate changes to users
- Leadership and Training :
- Provide mentorship and technical guidance to junior support staff
- Develop and deliver technical training for IT staff and end-users
- Contribute to the development of IT policies and procedures related to support and endpoint management
7. Enterprise Systems Management : - Oversee critical enterprise applications and systems
o Cloud productivity suites (Microsoft 365, GSuite)
o VoIP and communication platforms (RingCentral, Teams)
o Video conferencing solutions (Zoom, Webex)
o Remote access infrastructure (VPN, VDI, RDP)
o Manage system monitoring and performance optimization
o Direct patch management and system updates
o Oversee system security policies and tools
o Coordinate with vendors for system maintenance
o Lead capacity planning and lifecycle management
o Develop system documentation and procedures
o Ensure high availability of critical systems
o Direct system troubleshooting and incident response
Required Skills and Qualifications :
Benefits :
Why join Option One Technologies?
We are a fast-growing company with plenty of growth opportunities, we are the evolution of MSPs – bringing a different approach to the industry. We maintain a high focus on our employees by providing all and any resources deemed useful for employees to improve both their interpersonal and technology skills.