End User Support Specialist (Weekend Coverage)

MMD Services; New York (NY); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Catered meals

On-site snacks

Career progression

Company recognition

Job summary

MMD Services Inc. seeks an End User Support Engineer for weekend coverage in our New York office.

You will provide dedicated first-line support for end-user hardware, software, and connectivity, working closely with traders and senior staff to ensure rapid issue resolution. Ideal candidates bring 5+ years of experience and a proven ability to deliver white-glove support in high-availability environments, with strong technical skills across Windows/macOS, Office apps, VPN, and MDM tooling.

Qualifications

• Bachelor's degree or equivalent experience in a technical field.
• 5+ years of relevant technical support experience preferred.
• Experience delivering white-glove support to senior leadership and VIP users in high-availability environments.

Responsibilities

• Serve as dedicated weekend point of contact for New York office with prompt escalation.
• Identify, triage, diagnose, and resolve complex technical issues across hardware, software, and networking.
• Provide white-glove support to traders and senior executives via tickets, email, and chat.
• Monitor queue during quieter periods and perform follow-ups to keep it current.
• Deliver high-availability support in a fast-paced hedge fund trading environment.

Skills

VIP support

Customer service

High-pressure work

Time management

Communication

Education

Bachelor's degree

Tools

Microsoft Intune

Azure AD / Entra ID

MDM solutions

VPN

VDI / Citrix

DNS / DHCP

Office apps (Outlook/Excel/Word)

Job description

Our close client is a global, multi-billion-dollar investment firm built around world-class talent, cutting-edge technology, and endless growth opportunity. For over 30 years, their financial services have consistently delivered exceptional results to leading investors worldwide.

With offices in Chicago, New York City, Miami, London, and Hong Kong and over 2,000 employees, they are in search of a full-time End User Support Engineer to provide dedicated weekend coverage for their New York office.

This End User Support Engineer provides technical support and administration for internal end-user software, hardware, and connectivity. We seek a proactive, motivated technical professional who can operate independently and collaboratively within a broader global team. This is a newly created role dedicated to weekend coverage, ensuring the firm's traders and staff always have responsive support while relieving the broader team from weekend rotation. Users in the New York office, particularly on the trading side, expect issues acknowledged and addressed immediately, so a strong sense of urgency and a polished, professional approach are essential.

Given the fast-paced trading environment and the sensitive nature of the financial services industry, this is a fully onsite role based in New York City (Midtown Manhattan), including weekend days.

Schedule

• Full-time, five days per week on a weekend-inclusive schedule: Saturday and Sunday plus three weekdays, with two weekdays off (ideally Wednesday and Thursday).
• Fully onsite every day, including weekends.
• Weekend shifts run approximately eight hours and are typically lighter than weekday support hours.
• Flexible: weekend coverage can be swapped with a teammate when something comes up.
• New hires ramp for roughly three months before taking on independent weekend coverage, allowing time to learn the environment, gain access, and get to know the user base.
• Free catered breakfast, lunch, and snacks on weekdays; fully stocked on-site kitchens with snacks and beverages available every day
• Career progression and high visibility
• Company name recognition

Key Responsibilities

• Serve as the dedicated weekend point of contact for the New York office, providing first-line support via phone, email, and chat with a strong sense of urgency.
• Identify, triage, diagnose, and resolve complex, time-sensitive technical issues across hardware, software, user accounts, trading systems, operating systems, and mobile devices.
• Provide white-glove, high-touch support to end users, including traders and senior executives (tickets, email, and phone).
• During quieter weekend periods, monitor the ticket queue, perform cleanup, and follow up with users to keep the queue current.
• Deliver high-availability technical support in a fast-paced hedge fund trading environment, ensuring rapid incident response, proactive monitoring, and real-time troubleshooting of critical systems.
• Escalate incidents as needed and coordinate with internal IT teams and third-party vendors to drive timely resolution.
• Partner with distributed teams across APAC, EMEA, and the US to maintain around-the-clock coverage and hand off open issues between regions.
• Assist with mobile device enrollments and support new-hire onboarding as needed.
• Maintain detailed documentation to support proactive problem management.

Required Skills & Experience

• Bachelor's degree (BS/BA) and/or 5+ years of relevant technical support experience preferred.
• Proven experience delivering white-glove support to senior leadership and VIP users in high-availability environments with a zero-downtime mindset.
• Strong expertise troubleshooting desktop hardware, peripherals, and printers.
• Experience with Microsoft Intune, including device enrollment, configuration profiles, compliance policies, application deployment, and endpoint security across Windows, macOS, and mobile (iOS/Android) environments.
• Solid understanding of mobility and remote access technologies, including Windows laptops, MDM solutions, MFA, VPN, and remote connectivity.
• Advanced troubleshooting skills across Microsoft Office applications (Outlook, Excel, Word, PowerPoint, OneNote, and add-ins).
• Working knowledge of Azure AD (Entra ID), DNS, DHCP, Microsoft Exchange, and TCP/IP networking.
• Experience supporting VDI and/or Citrix environments a plus.
• Strong troubleshooting capabilities with collaboration tools, messaging platforms, video conferencing systems, AV technology, and conference room equipment.
• Demonstrated professionalism with exceptional customer-service skills, including responsiveness, attention to detail, composure, and follow-through.

MMD Services Inc. is an equal opportunity employer. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws.