Support Engineer

As a Technical Support Engineer in End User Services, you will play a critical role in providing high-quality technical support to employees and fellow engineers. Your technical skills and knowledge will be essential in maintaining a productive and efficient workplace by adhering to and promoting good working practices, company policies, and procedures.

Your commitment will be vital in ensuring consistent helpdesk coverage, including maintaining adequate telephone availability, delivering prompt and reliable assistance, and resolving technical issues effectively. You will collaborate with the team to tackle complex challenges and make a meaningful impact on the organization’s success.

Responsibilities

• Provide high-quality technical support to end-users in a courteous and professional manner.
• Define and drive opportunities to improve services using AI technologies and stay updated on AI developments.
• Assist in daily helpdesk operations, always ensuring adequate phone coverage.
• Identify high-priority issues and handle them as per the escalation process.
• Maintain oversight of the daily incident queue, ensuring that tickets are assigned and processed with minimal delay.
• Contribute to the creation and maintenance of technical documentation and share knowledge within the team.
• Be an active member of the team; identify gaps and opportunities for improvements and suggest changes to processes and procedures.
• Assist in automating processes within Infrastructure.
• Contribute to IT projects locally, regionally, or globally, and support the wider team in its daily activities by exhibiting professionalism and technical know-how.
  
  

Who You Are

• Energetic, enthusiastic, and proactive, with a positive attitude.
• A team player who works well in a busy team environment and collaborates effectively with others.
• Strong interpersonal and communication skills, with the ability to deal with customers tactfully and diplomatically.
• Excellent written and verbal communication skills.
• Organized and able to multitask, prioritize, and manage time effectively.
• Able to work independently and under pressure, quickly assessing situations and adapting accordingly.
• Analytical and detail-oriented, with an eye for process improvement.
  
  

Requirements

• 3+ years of enterprise-level experience as a technical help desk, preferably from a financial services company with trade-floor support.
• Strong troubleshooting skills with a logical, methodical, and consistent approach.
• Proficient in developing and fine-tuning AI prompts and using AI agents to automate repetitive tasks or to provide insights used to make business decisions.
• Proven ability to provide effective support to remote locations.
• Solid understanding of:
• Microsoft Windows and related infrastructure (DNS, DHCP, TCP/IP).
• Microsoft Office, Bloomberg, Citrix infrastructure, Developer Tools, and Trading Applications.
• PC hardware components and technical standards.
• Mobile technologies, including BES, Microsoft Intune and iOS devices
• Experienced in Cisco IP phone, video conferencing support using Webex and trading telephony products.
• Familiarity with ITIL best practices and processes (ITIL Certification is a bonus).