Responsibilities
* Deliver Level 3 technical support and act as the final escalation point for all desktop-related incidents and requests.
* Provide white-glove deskside and remote support to senior executives and portfolio managers, ensuring minimal downtime and frictionless tech experiences.
* Champion user experience by proactively identifying pain points and implementing optimizations.
* Be a trusted, visible presence in the office, representing the technology team with consistency, discretion, and reliability.
* Own all incidents and requests via ServiceNow, ensuring complete and timely resolution with rigorous ticket hygiene.
* Manage and resolve complex issues related to hardware, software, virtual platforms (VMware), networking, and remote access.
* Collaborate closely with infrastructure, application, and InfoSec teams to deliver seamless resolutions and cross-functional projects.
* Drive root cause analysis (RCA) and implement automation or process improvements to reduce repeat issues.
* Support the EUC strategy, leveraging monitoring and automation tools to drive proactive remediation.
Special Circumstances (shifts, travel overseas, hours): A degree of flexibility will be required to support the business and accommodate liaison with global offices.
PERSON SPECIFICATION
WORK EXPERIENCE / BACKGROUND :
Essential
* Minimum 3 years' desktop support experience within the Financial Services industry.
Desirable
* Experience in a hedge fund environment.
TECHNICAL / BUSINESS SKILLS & KNOWLEDGE :
Essential
* Trade floor / white glove / VIP deskside presence
* High level of ServiceNow ticket management competency
* VMware vSphere Suite Administration
* Strong technical grasp of platforms such as MS Windows, Networking, Security, WAN, LAN
* Active Directory administration including GPO
* Microsoft 365 administration
* Microsoft Office Suite
* End user experience monitoring
* Market data applications
* Understanding of build and client distribution architectures (SCCM)
* Understanding of networks with troubleshooting skills
* Knowledge of ITIL principles
Desirable
* VMware Horizon
* PowerShell and scripting languages
* Automation tools
BEHAVIOURS / PETENCIES :
Essential
* Awareness of IT's critical role in a fast-paced hedge fund firm
* VIP Support experience
* Self-starter, effective in a busy, globally dispersed team
* Energetic, enthusiastic, well-organized
* Interpersonal and communication skills for dealing tactfully with end users
* Customer service delivery strategies
* Effective communication with dispersed end users, teams, and management up to C-suite
* Business-minded and credible in technical and non-technical discussions
* Highly organized, self-motivated, able to work independently
* Calm under pressure, focused on priorities
* Ownership of incidents until resolution
* Empathetic team player with respectful collaboration
* Willingness to learn and stay updated with technologies
* Learning from setbacks
* Strong troubleshooting, analytical, and attention to detail skills
* Ability to assess situations quickly and adapt
* Multitasking and prioritization skills
Job ID JR101185
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