IT Support Engineer


Our client is a global, multi-billion dollar, multi-strategy hedge fund with head-quarters located in NYC, and other offices in London and Tokyo. The Operations Engineering group shares all desktop support and engineering work, supporting 500+ people in a Windows environment. Mobile devices supported include Blackberries, Androids and iOS devices. This is level 1/2 ticket response role to support a real-time trading environment, but finance experience is not a pre-req, although exceptional inter-personal and English skills are.

Job Duties and Responsibilities
• Monitor and respond quickly and effectively to requests received through
the IT helpdesk
• Respond to user queries by phone and email
• Create step-by-step training material with screenshots for clients if
applicable
• Provide technical assistance and support for incoming concerns and issues
related to systems, software, remote access and hardware
• Document internal procedures (e.g., How to’s)
• Ask questions and listen to users to determine root cause of issues (RCA)
• Work through the problem-solving process with end-users, empowering
them to do the same in the future
• Run diagnostic problems to resolve problems
• Report significant and recurring issues to support team
• Collect feedback to determine patterns and issues such that they can be
resolved or FAQs can be provided to user to ease in troubleshooting
• Engineer will support front and back office personnel, work with and
supervise outside vendors onsite
• Engineer will participate in department meetings, and work with the larger
team to support the global organization.
IT Support Requirements and Qualifications
• BS in IT, Computer Science, or related field
• 3 – 5 years’ experience supporting financial services / or highly demanding
end users
• Proven experience as a Help Desk Technician or other user service role
• Ability to diagnose and resolve basic computer/technical issues
• Experience with the following: Windows/VMWare Virtual Desktop
Infrastructure (VDI)
• Ability to communicate effectively with a wide variety of people in a
professional manner, face to face, on the telephone and in writing.
• Keen attention to detail, memory of patterns, and interest in problem-
solving
• Powershell scripting and Linux Experience are nice to haves