MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:
Essential 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 - proactively identifying pain points and implementing optimisations.
* 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 (e.g. shifts, travel overseas, hours) A degree of flexibility will be required to both support the business and to accommodate liaison with global offices.
PERSON SPECIFICATION
WORK EXPERIENCE/BACKGROUND:
Essential
* Min 3 years’ desktop support experience within the Financial Services industry.
Desirable
* 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 strategic platforms such as MS Windows, Networking and Security, WAN, LAN, DNS.DHCP.
* 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 the ability to troubleshoot local issues
* Knowledge of ITIL principles
Desirable
* VMWare Horizon
* PowerShell and other scripting languages
* Automation tools
BEHAVIOURS / COMPETENCIES:
Essential
* Awareness of the critical role of IT in a fast-paced hedge fund firm
* VIP Support experience
* Self-starter who will work well in a busy globally dispersed team
* Energetic, enthusiastic, and well organised
* Experience in dealing with end users with tact and diplomacy using demonstrable interpersonal and communication skills
* Appreciation of optimal customer service delivery strategies
* By default, can communicate appropriately and effectively with globally dispersed end users, teams, and management up to and including C suite level.
* Business minded individual, credible in discussions with technical and non-technical stakeholders
* Highly organised and self-motivated who can work under their own initiative without supervision
* Calm under pressure and who can remain focused on the priority deliverables.
* Takes complete ownership of incidents through to resolution.
* Team player who always displays empathetic interpersonal skills and respectful collaboration.
* A willingness to learn and keep up to date with technologies and how they can best serve the business.
* Understands that much can be learnt from when things don’t go to plan.
* Excellent analytical troubleshooting triage skills and attention to detail.
* Ability to quickly assess situations and adapt accordingly
* Able to multitask and prioritise
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