This is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment while working with end-users. The role will require the individual to interface directly with trading business units to ensure the rest of the support team is meeting the business needs.  The role is also responsible for proactive communication with the business.

Principal Responsibilities

• Field incident phone calls and emails from end users
• Leverage ServiceNow to manage incident and problem workflows
• Troubleshoot basic network and telecommunications connectivity issues
• Support of desktop technology and desktop applications in Windows environments (Linux desktop support experience a plus), including remote access tools
• Knowledge and troubleshooting skills in the Microsoft Windows OS, Microsoft Office Suite (including Office 365), mobile devices, printers and other applications
• Assist with trading floor adds/moves/changes
• Troubleshoot basic network and telecommunications connectivity issues
• Maintain and build technical knowledge through continuous education with a focus on customer support
• Support projects that evolve as a result of firm-wide technical initiatives
• Ensure end-users are informed of issue status through resolution; escalate to the appropriate technology teams when necessary

Qualifications/Skills Required

• Minimum of five years of progressive technical support experience in a financial institution required (preferably hedge fund or large financial technology department); knowledge of how equities, commodities, futures, fx and fixed income products trade.
• Bachelor’s degree strongly preferred
• Strong understanding of market data – Bloomberg, Thomson Reuters, etc. Proven expertise in integrating with Excel plug-ins, troubleshooting API broken links, effectively working with vendor technical support.
• Broad understanding of mobile technology
• VDI and Citrix knowledge and experience
• Extensive experience with CMDB, Change Management, Incident Management and Quality Metric development and operation.
• Must demonstrate an ability and interest in having a hands-on approach to customer service.
• Ability to direct activities of peers and others not reporting directly to the person
• Availability for night and weekend shift work as well as light travel to branch offices
• Knowledge of Active Directory and Exchange desired
• Experience in supporting servers and data centers a plus
• MCP/MCSE/CCNA or equivalent a plus