About this role:

You will be responsible for providing platinum-level, end-to-end desktop and voice support to Trading Floor employees and Investment Bankers by analyzing client needs and determining the impact on the client and systems environment. You will participate in the planning, installation, and troubleshooting of new or modified desktop hardware, software, applications, and operating systems to meet client requirements.

In this role, you will:

• Lead or participate in initiatives and projects and act as a subject matter expert on issues escalated from Operations internal alerts, Help Desks, Support Groups, and other departments
• Improve deployment processes, tools, architecture, design, day-to-day technical support, scheduling, and governance models
• Direct the daily Risk and Control flow of operations, focusing on policies, procedures, and work standards to ensure success while driving continuous service improvement
• Analyze moderately complex technology operations issues that require in-depth review and contribute to the resolution of complex issues
• Partner with others to deliver technology operations initiatives while leveraging a solid understanding of policies and procedures
• Collaborate with management and team members to answer questions and resolve problems
• Provide activity, progress, and status reports to management and communicate critical issues in a timely manner
• Provide accurate problem identification, ticket documentation, customer communication, and vendor engagement
• Contribute to planning activities related to technology operations projects and deliverables
• Execute and oversee production deployments, including but not limited to starting and stopping jobs, updating processing tables, and developing scripts
• Plan, design, document, and enforce escalation policies and procedures
• Troubleshoot and triage job failures and work closely with Application Development, Production Support, and vendors to drive root cause identification and resolution
• Mentor and provide guidance to junior team members

Required Qualifications:

• 4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ yearsof experience providing enterprise-level desktop support, including analysis and resolution of moderately complex desktop support issues requiring in-depth review
• 1+ yearsof experience supporting and administering Microsoft Intune or Microsoft Entra ID (Azure AD)
• 1+ years of Experience supporting cloud-based telephony and collaboration platforms, including Cloud9, Teams Phone, and related voice technologies. Ability to troubleshoot voice connectivity, user provisioning, trading turrets, and call quality issues in a fast-paced environment
• 1+ yearsof experience supporting Cloud PC, VDI, or virtual desktop environments

Desired Qualifications:

• 4+ years of experience supporting desktop and laptop hardware configurations for Dell, HP, and Lenovo, including diagnosis of failed components across various hardware platforms
• Strong knowledge of Windows 11, Microsoft 365, and enterprise desktop support in a large-scale environment
• Knowledge of technology support, including printer configuration, maintenance, and repair
• Strong analytical skills with a high level of attention to detail and accuracy.
• Excellent verbal, written, and interpersonal communication skills
• Experience with scripting, automation, and AI-powered tools
• 2+ years of ServiceNow experience
• 1+ year of experience with encryption technologies
• Expert-level support experience with the Microsoft Office suite
• Experience supporting Apple products
• Experience with desktop network connectivity diagnostics and troubleshooting, including Wi-Fi
• Experience troubleshooting software and application issues.
• Knowledge of remote access technologies
• Experience supporting an Active Directory-integrated environment.
• Working knowledge of Windows command-line tools and PowerShell.
• Exposure to a Trading Floor environment
• Experience supporting Market Data applications
• Fundamental knowledge of cloud computing concepts
• Experience supporting IPC cloud-based voice applications and related trading-floor voice platforms

0Job Expectations:

• Willingness to work 100% on-site at stated location on the job opening
• Flexibility to work in a 24/7 environment
• Ability to work on call as assigned
• Flexibility to work rotating shifts
• This position is not eligible for Visa sponsorship
• Relocation assistance is not available for this position

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

Posting End Date:

*Job posting may come down early due to volume of applicants.