End User Support Engineers - L1 Support

TechDigital Group; New York (NY); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated End User Support Engineer to join their dynamic team. This role focuses on diagnosing and resolving technical issues faced by end-users in a fast-paced financial services environment. You will interact with clients professionally, providing timely solutions while collaborating with IT teams to enhance service delivery. The ideal candidate will possess strong technical skills, a passion for helping others, and the ability to manage multiple tasks effectively. If you thrive in a challenging environment and are eager to contribute to a team that values excellence, this opportunity is perfect for you.

Qualifications

• Solid technical support experience in financial services.
• Excellent problem-solving and communication skills are essential.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Diagnose and resolve technical issues for end-users.
• Interact professionally with users and guide them through solutions.
• Document all support interactions using ServiceNow.

Skills

Technical desktop support experience

Problem solving skills

Strong communication skills

Time management

Ability to work under pressure

Ability to manage multiple tasks

Familiarity with ITSM practices

Experience with Market Data Systems

Experience with remote desktop tools

Education

Industry certifications (e.g., Microsoft MCP, MCSA)

Tools

SCCM

Active Directory

Office 365

Microsoft Windows (10/11)

Apple MAC Operating Systems

ServiceNow

AWS

Cisco / Webex / MS Teams

OKTA

Job description

End User Support Engineers - L1 Support

Role Responsibilities

1. Diagnosis and Resolution
   • Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.
2. Customer Interaction
   • Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.
3. Remote Assistance
   • Utilize remote desktop tools to provide support.
4. Escalation Management
   • Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution.
   • Have a clear understanding of the escalation and Major Incident processes and your role within this.
5. Collaboration
   • Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.
6. Hardware troubleshooting
   • Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.
7. Documentation
   • Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.

Experience / Competences

Essential

1. Solid technical desktop support experience, within a financial services organization (Trading / Broking Floor)
2. Experience with SCCM, Active Directory, Office 365, Microsoft Windows (10/11) and Apple MAC Operating Systems
3. Experience with Market Data Systems (e.g. Bloomberg, LSEG, ICE)
4. Experience with Audio and Video Conferencing technologies (e.g. Cisco / Webex/ MS Teams)
5. Experience with OKTA or similar MFA technology
6. Understanding of TCP/IP, DNS and Internetworking Technology
7. Ability to identify, manage and resolve issues in a timely manner
8. Respond to end users requests effectively and communicate with them at all times
9. Ability to work independently and as part of a team
10. Excellent problem solving skills
11. Time management
12. Strong communication and interpersonal skills
13. Ability to manage multiple tasks and priorities
14. Ability to work under pressure in a fast paced environment whilst remaining calm
15. Familiarity with ITSM practises and principles
16. Familiarity with AWS workstations
17. Solid experience with ServiceNow

Desired

1. ITIL framework knowledge
2. Familiarity with PowerShell scripting knowledge
3. BYOD and Corporate mobile configurations using Intune
4. Industry certifications such as Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel or ITSM products

Special Job Requirements:

1. Shift rota basis
2. Occasional Bank holiday / weekend working requirement
3. Occasional Support at other London offices.