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IT Incident

2 weeks ago

New York, New York, United States Axiom Technologies Full time

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at

We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site/ on-call assistance to end-users within the organization's desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Roles and Responsibilities:

Overview

"Incident Technician" is a tier 2 support role that receives escalations from the global

service desk. An Incident Technician primarily troubleshoots and diagnoses software

issues for internally developed, 3rd party, and market data applications, including

firmware or OS drivers that enable desktop hardware functionality. They will also

perform troubleshooting on desktop hardware and mobile devices. Additionally, Incident

Technicians are a vital part of the Incident management workflow and proactively

identify and communicate trends and significant problems cross-functionally. Incident

Technicians are also responsible for contributing to the creation and maintenance of

knowledge base articles that serve as a valuable resource for training the global service

desk agents, enabling them to troubleshoot problems and resolve issues independently.

All IT Incidents and Service Requests must be recorded and managed in the global

ticketing system and executed in compliance with the PPM.

Key Responsibilities:

  • Provide
    daily front-line support
    for desktop, hardware, and software issues on a busy trade floor.
  • Troubleshoot and resolve issues related to
    Microsoft Office Suite
    , with a strong focus on
    Outlook configuration, performance, and connectivity
    .
  • Support and manage
    Market Data applications
    such as Bloomberg, Reuters, and FactSet.
  • Deliver excellent
    end-user support
    to traders, analysts, and finance professionals, ensuring minimal downtime.
  • Handle device setup, user onboarding, hardware replacements, and peripheral troubleshooting (monitors, docking stations, etc.).
  • Escalate and collaborate with infrastructure and application teams to resolve complex issues efficiently.
  • Maintain documentation of procedures, user guides, and known issue resolutions.

Required Experience and Skills:

  • Approximately
    5 years of experience
    in
    desktop and trade floor IT support
    , preferably within a financial institution.
  • Strong working knowledge of
    Microsoft Windows OS
    and
    Office Suite
    —
    expertise in Outlook is essential
    .
  • Solid experience supporting
    Market Data platforms
    (e.g., Bloomberg, Reuters).
  • Proficient in supporting desktop hardware, multi-monitor setups, and financial trading tools.
  • Excellent communication and customer service skills.
  • Ability to thrive in a
    high-pressure, fast-paced
    environment.

Nice to Have:

  • Exposure to Active Directory and basic network troubleshooting.
  • Experience with voice systems or trade floor-specific tech (IPC turrets, voice recording tools, etc.).

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to