End User Support Engineers

5 days ago

New York, NY, United States Omni Inclusive Full time
End User Support Engineers - L1 Support
Role Responsibilities
  • Diagnosis and Resolution
    • Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.
  • Customer Interaction
    • Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.
  • Remote Assistance
    • Utilize remote desktop tools to provide support.
  • Escalation Management
    • Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution.
    • Have a clear understanding of the escalation and Major Incident processes and your role within this.
  • Collaboration
    • Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.
  • Hardware troubleshooting
    • Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.
  • Documentation
    • Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.

Experience / Competences
Essential
  • Solid technical desktop support experience, within a financial services organization (Trading / Broking Floor)
  • Experience with SCCM, Active Directory, Office 365, Microsoft Windows (10/11) and Apple MAC Operating Systems
  • Experience with Market Data Systems (e.g. Bloomberg, LSEG, ICE)
  • Experience with Audio and Video Conferencing technologies (e.g. Cisco / Webex/ MS Teams)
  • Experience with OKTA or similar MFA technology
  • Understanding of TCP/IP, DNS and Internetworking Technology
  • Ability to identify, manage and resolve issues in a timely manner
  • Respond to end users requests effectively and communicate with them at all times
  • Ability to work independently and as part of a team
  • Excellent problem solving skills
  • Time management
  • Strong communication and interpersonal skills
  • Ability to manage multiple tasks and priorities
  • Ability to work under pressure in a fast paced environment whilst remaining calm
  • Familiarity with ITSM practises and principles
  • Familiarity with AWS workstations
  • Solid experience with ServiceNow
Desired
  • ITIL framework knowledge
  • Familiarity with PowerShell scripting knowledge
  • BYOD and Corporate mobile configurations using Intune
  • Industry certifications such as Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel or ITSM products

Special Job Requirements:
  • Shift rota basis
  • Occasional Bank holiday / weekend working requirement
  • Occasional Support at other London offices.

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