Deskside Support Technician

HCLTech; San Jose (CA); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

10 days paid time off (PTO)

10 paid holidays per year

Disability insurance

401(k) retirement plan

Paid time off

10 holidays per year

Job summary

A leading IT services company is seeking a senior member for their Site Services team in San Jose, California. This role provides high-quality technical support within a dynamic trading environment, serving as the primary contact for technical issues. Responsibilities include desktop support, collaboration with engineering teams, and mentoring junior staff. The ideal candidate should possess strong troubleshooting skills and have experience in a trading environment. Competitive benefits offered, including medical and retirement plans.

Qualifications

• 5+ years’ experience providing desktop support in a trading environment.
• Experience supporting Trade Floor PC builds and compliance controls.
• Strong understanding of trading environments.
• Experience recording, analyzing, and managing resolutions in line with SLAs.
• Familiarity with FCA, SOX, and Dodd-Frank compliance.

Responsibilities

• Provide expert-level 1st and 2nd line desktop support.
• Deliver support for desktops, laptops, mobile devices, and AV systems.
• Collaborate with network engineering teams to resolve issues.
• Maintain familiarity with office network topology.
• Utilize network monitoring tools to analyze traffic.
• Participate in IT projects: network upgrades, AV deployments, system refreshes, and rollouts.
• Conduct testing for new applications and systems.
• Ensure tickets in ServiceNow are properly logged and updated.
• Assist in determining severity incidents and participate in post-incident reviews.
• Document solutions and create knowledge-base articles; maintain network diagrams.

Skills

Strong troubleshooting skills for IT problem analysis

Experience recording, analyzing, and managing resolutions

Strong experience with Trade Floor technologies

Highly customer-focused communication skills

Outstanding documentation skills

Team collaboration

Documentation

Attention to detail

Tools

Windows 10/11 and Active Directory

O365 Office productivity suite

LAN and VPN services

Video conferencing systems

MS Teams

VPN

Video conferencing systems

Network diagrams/docs

Job description

As a senior member of the Site Services team, provides high-quality, advanced technical support within a dynamic trading environment. Acting as a single point of contact for the business, this Level 3 (L3) role involves ownership of technical issues and queries, driving them to resolution through direct troubleshooting, escalation, or by sourcing required information. The position requires deep technical expertise, exceptional customer service, and superb communication skills to build strong relationships with business users and stakeholders at all levels, including Innovation & Engineering DWP (I&E). Responsibilities include deskside and remote support, handling escalated issues, mentoring junior staff, and collaborating closely with network, infrastructure, and multiple support teams—both on-shore and off-shore, including 3rd party partners. Additionally, the role contributes strategic input into service improvement initiatives, ensuring robust IT support and maintenance for current and new systems in a fast-paced trading environment.

Essential Duties and Responsibilities

• Provide expert-level 1st and 2nd line desktop support in a high-paced trading environment, serving as an escalation point for complex technical issues.
• Deliver support for desktops, laptops, mobile devices, AV systems, and local/network printers, including installation, configuration, and troubleshooting.
• Collaborate with remote network engineering teams to resolve network-related issues (connectivity, performance, configuration) and act as senior local hands for network troubleshooting and maintenance.
• Maintain familiarity with office network topology, network closets, and demarcation points; assist with implementing fixes on network devices such as switches, routers, firewalls, wireless access points under remote guidance.
• Utilize network monitoring tools to analyze traffic, identify bottlenecks, and ensure optimal performance.
• Participate in IT projects including network upgrades, AV deployments, system refreshes, and application rollouts; complete required training and documentation for new deployments.
• Conduct Operational and User Acceptance Testing for new applications and systems.
• Ensure all tickets are logged, updated, and maintained in ServiceNow (SNOW) with high quality and accuracy.
• Assist in determining severity 1 and 2 incidents, aid during major incidents, and participate in post-incident reviews.
• Identify root causes for recurring IT problems to improve service quality and reduce call volumes.
• Document solutions, create and maintain knowledge base articles, and contribute to technical documentation including network diagrams.
• Maintain confidentiality, integrity, and availability of data associated with applications and services.
• Ensure all changes to PC hardware and network assets are tracked in the asset database.
• Perform preventative maintenance and coordinate with OEMs for AV and network equipment.
• Adhere to security, regulatory, and compliance policies affecting Trading Operations Support (e.g., MRL, Compliance).
• Maintain effective working relationships with other support teams, service providers, and business representatives; act as a conduit for IT initiatives aimed at enhancing customer experience.
• Communicate relevant information clearly and effectively to team members and stakeholders.
• Observe Health and Safety requirements at all times.

Skills and Abilities

• Strong troubleshooting skills for IT problem analysis, diagnosis, and resolution.
• Demonstrable experience recording, analyzing, and managing resolutions in line with SLAs while managing user expectations.
• Strong experience with Trade Floor technologies, including market data, trader voice, and trading applications.
• Ability to work effectively within a team and maintain a professional demeanor.
• Highly customer-focused with strong communication skills (articulate, methodical).
• Strong sense of urgency and understanding of the trading environment.
• Outstanding documentation skills and ability to create clear technical instructions.
• Experience working in a managed desktop environment with lockdown controls.
• Familiarity with industry-standard compliance requirements (FCA, SOX, Dodd-Frank).
• Technical proficiency in:
• Windows 10/11 and Active Directory
• O365 Office productivity suite
• Corporate messaging (Outlook/Exchange), instant messaging (MS Teams, ICE Chat, Vantage)
• LAN and remote access services (VPN)
• High-tech meeting rooms (video conferencing, telepresence, wireless networks)
• Unified document capture and production systems (printers, scanners, fax)
• Ability to interpret and create network diagrams and technical documentation.

Expertise

• 5+ years’ experience providing desktop support in a Trade Floor environment.
• 5+ years supporting Trade Floor PC builds and compliance controls.
• Experience in oil and gas industry preferred.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.