As a Technical Support Engineer in End User Services, you will leverage your technical expertise to deliver exceptional support to employees across the organization and in the local office. This is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment while working with end-users. Your commitment will be vital in ensuring site coverage, consistent helpdesk coverage, maintaining adequate telephone availability, delivering prompt and reliable assistance, and resolving technical issues effectively. You will collaborate with the team to tackle complex challenges and make a meaningful impact on the organization’s success.

Principal Responsibilities

• Provide high-quality technical support to end-users in a courteous and professional manner.
• Assist in the daily operations of the helpdesk, ensuring adequate phone coverage at all times. Leverage ServiceNow to manage incident and problem workflows.
• Maintain oversight of the daily incident queue, ensuring that tickets are assigned, processed, and resolved with minimal delay.
• Contribute to the creation and maintenance of technical documentation, and knowledge sharing within the team.
• Utilize a continuous improvement mindset to identify gaps and opportunities for automation. Lead and drive process change to uplift the end user experience.
• Identify high-priority issues and handle them as per the escalation process.
• Contribute to and lead IT projects, whether locally, regionally, or globally.
• Support the wider Technical Support and End User Services team in its daily activities by exhibiting professionalism, process knowledge, and technical know-how.

Technical/Business Skills and Knowledge

• 5 years of experience working at an enterprise level, with a focus on providing high-level support to end users, preferably from a financial services company with trade-floor support.
• Advanced analytical and problem-solving skills.
• Exposure to PowerShell, Python, and or other scripting languages are required.
• Familiar with AI prompts and using AI agents to automate repetitive tasks or to provide insights used to make business decisions. Claude Code, Copilot, and Roo Code experience a plus.
• Excellent written and verbal communication skills
• Excellent at troubleshooting technical issues in a logical, methodical, and consistent manner.
• Deep understanding of Microsoft Windows, Windows Infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, Citrix infrastructure, modern authentication, and printing technologies.
• Knowledgeable in PC hardware components and technical standards.
• Understanding of mobile technologies including BES, Microsoft Intune, Android, and iOS devices.
• Cisco IP phone and video conferencing support including Webex, Zoom, and Teams.
• Familiarity with ITIL best practices and processes (ITIL Certification a bonus).
• Must have an eye for process improvement with a track record of tangible results.
• Availability for on call night and weekend coverage.