Responsibilities
:
1. Deliver Level 3 technical support and act as the final escalation point for all desktop-related incidents and requests.
2. Provide white-glove deskside and remote support to senior executives and portfolio managers, ensuring minimal downtime and frictionless tech experiences.
3. Champion user experience - proactively identifying pain points and implementing optimisations.
4. Be a trusted, visible presence in the office, representing the technology team with consistency, discretion, and reliability.
5. Own all incidents and requests via ServiceNow, ensuringplete and timely resolution with rigorous ticket hygiene.
6. Manage and resolveplex issues related to hardware, software, virtual platforms (VMware), networking, and remote access.
7. Collaborate closely with infrastructure, application, and InfoSec teams to deliver seamless resolutions and cross functional projects.
8. Drive root cause analysis (RCA) and implement automation or process improvements to reduce repeat issues.
9. 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 both support the business and to amodate liaison with global offices.
PERSON SPECIFICATION
WORK EXPERIENCE/BACKGROUND:
Essential
10. Min 3 years' desktop support experience within the Financial Services industry.
Desirable
11. Hedge fund environment
TECHNICAL/BUSINESS SKILLS & KNOWLEDGE:
Essential
12. Trade floor / white glove / VIP deskside presence
13. High level of ServiceNow ticket managementpetency
14. VMWare VSphere Suite Administration
15. Strong technical grasp of strategic platforms such as MS Windows, Networking and Security, WAN, LAN,
16. Active directory administration including GPO
17. Microsoft 365 administration
18. Microsoft Office Suite
19. End user experience monitoring
20. Market data applications
21. Understanding of build and client distribution architectures (SCCM)
22. Understanding of networks with the ability to troubleshoot local issues
23. Knowledge of ITIL principles
Desirable
24. VMWare Horizon
25. PowerShell and other scripting languages
26. Automation tools
BEHAVIOURS /PETENCIES:
Essential
27. Awareness of the critical role of IT in a fast-paced hedge fund firm
28. VIP Support experience
29. Self-starter who will work well in a busy globally dispersed team
30. Energetic, enthusiastic, and well organised
31. Experience in dealing with end users with tact and diplomacy using demonstrable interpersonal andmunication skills
32. Appreciation of optimal customer service delivery strategies
33. By default, canmunicate appropriately and effectively with globally dispersed end users, teams, and management up to and including C suite level.
34. Business minded individual, credible in discussions with technical and non-technical stakeholders
35. Highly organised and self-motivated who can work under their own initiative without supervision
36. Calm under pressure and who can remain focused on the priority deliverables.
37. Takesplete ownership of incidents through to resolution.
38. Team player who always displays empathetic interpersonal skills and respectful collaboration.
39. A willingness to learn and keep up to date with technologies and how they can best serve the business.
40. Understands that much can be learnt from when things don't go to plan.
41. Excellent analytical troubleshooting triage skills and attention to detail.
42. Ability to quickly assess situations and adapt accordingly
43. Able to multitask and prioritise
Job ID JR101185