Sr Helpdesk and Systems Management

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

• Project Management of New Client Onboarding:
• Serve as lead technical project manager and primary point of contact for client onboarding initiatives
• Develop and manage detailed project plans including timelines, milestones, resource allocation, and risk assessment
• Lead discovery sessions to document client requirements, existing infrastructure, and desired outcomes
• Design technical architecture and implementation of roadmaps aligned with client needs
• Oversee implementation of all clients systems:
• Cloud infrastructure and migrations (AWS, Azure, GCP)
• Security solutions (EDR, MDM, DLP)
• Communication systems (Teams, VoIP, video conferencing)
• Backup and disaster recovery solutions
• Network infrastructure and connectivity
• Coordinate with vendors and internal teams for system implementations
• Manage project budgets, resource allocation, and procurement processes
• Conduct regular status meetings and provide detailed progress reports to stakeholders
• Create technical documentation including network diagrams, system configurations, and procedural guides
• Develop and execute user training programs
• Establish ongoing support procedures and SLAs
• Lead post-implementation reviews and ensure all deliverables meet quality standards
• Manage change control processes and ensure minimal disruption during transitions

Required Skills and Qualifications:

• Must be professionally fluent in English, written and verbal
• Bachelor’s degree in computer science, Information Technology, or related field
• 7 years of experience in IT support and endpoint management, with experience across all support tiers
• Strong knowledge of Microsoft 365, SharePoint, Azure, G Suite, and VoIP systems

· Strong knowledge of Windows 8/10,11, VMs, and Mac Operating Systems & Desktop Administration

• Advanced certifications (e.g., CompTIA Advanced Security Practitioner, MCSE, VMware Certified Professional, ITIL Expert)
• Proven experience in managing and optimizing ticket queues and support processes
• Strong knowledge of financial data applications (Bloomberg, FactSet, Enfusion, etc.) and their technical requirements
• Experience with email security platforms such as Mimecast and Proofpoint
• Extensive knowledge of enterprise endpoint management tools and practices

· Networking Knowledge (VPN, Firewall, Switching, SFTP, and Cloud network)

• Deep understanding of operating system internals and troubleshooting methodologies
• Experience with enterprise mobility management (EMM) and unified endpoint management (UEM) solutions
• Familiarity with ITIL frameworks and IT service management best practices
• Knowledge of cybersecurity principles and best practices for endpoint protection
• Excellent problem-solving and analytical skills, with the ability to troubleshoot issues across all complexity levels
• Strong leadership and mentoring abilities
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Ability to work under pressure and manage multiple priorities simultaneously
• Customer-service oriented with a focus on delivering high-quality support

Benefits:

· Exposure to diverse and next-gen technologies

· Dental, vision, and medical insurance

· Workplace flexibility work from the office and remote

· Parental leave

· Employee referral program

· Positive and supportive environment

· Courses and certifications paid for by the company.

· End-of year company performance bonus

· Generous PTO

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.