Sr. End User Support Engineer

MMD Services; Miami (FL); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Free meals on weekdays

Career progression

High visibility

Job summary

MMD Services is seeking a Senior End User Support Engineer to provide dedicated, high-availability technical support for our Miami office, ensuring traders and staff receive rapid, white-glove assistance. The role requires proactive problem solving, strong communication, and a professional demeanor in a fast-paced financial environment.

This onsite position focuses on endpoint management, mobility solutions, and collaboration tools to maintain uptime across Windows, macOS, and mobile platforms,

Qualifications

• Bachelor's degree and/or 8+ years of relevant technical support experience.
• White-glove support for senior leadership and VIP users in high-availability environments.
• Strong desktop hardware, peripherals, and printer troubleshooting.
• Experience with Intune and device management across Windows, macOS, iOS/Android.
• Knowledge of Azure AD, DNS/DHCP, Exchange, and TCP/IP networking.
• Experience with VDI/Citrix is a plus.
• Professional, responsive, detail-oriented customer service.

Responsibilities

• Serve as the dedicated point of contact for the Miami 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).
• 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.

Skills

VIP user support

Customer service excellence

Technical troubleshooting

Cross-functional collaboration

Education

Bachelor's degree

Tools

Microsoft Intune

Azure AD Entra ID

MDM solutions

VPN & remote access

Citrix / VDI

Office apps (Outlook, Excel, Word, PowerPoint)

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 Sr. End User Support Engineer to provide dedicated coverage for their Miami 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 ensuring the firm's traders and staff always have responsive support while relieving the broader team. Users in the Miami 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 Miami.

• 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

Required Skills & Experience:

• Bachelor's degree (BS/BA) and/or 8+ 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.

Key Responsibilities:

• Serve as the dedicated point of contact for the Miami 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).
• 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.

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.