It support specialist – level 2/3
A global financial services firm is seeking an experienced it support specialist that can handle level 2/3 issues across their office branchesThe ideal it support specialist will have a well-rounded technical background and must have strong windows/office experience, active directory, vpn, customer service acumen, strong sense of urgency and excellent communication skillsThere will be a lot of customer contact interacting with entry-level to senior level management, which will require professionalism and high degree of care in navigating technical issues while providing support and analysis remotelyFace to face interaction will be minimal as most of the firm and supporting teams are in a hybrid or fully remote stateTravel to the various offices is required on an as-needed basis (30%) based on the technical needs of that branch.
Deliver high quality, effective technical support for the firm`s desktop hardware and software
SystemsProvide exceptional service to end users through prompt action, detailed communication and complete resolutions.
Coordinate and conduct the setup, maintenance, troubleshooting and repair of user hardware and software solutions with technology client support team and other system administrators.
Provide support in line with agreed upon service levels and enforce established standards and procedures.
Proactively handle and monitor team workflows to ensure the availability and proper operation of firm laptops, desktops, devices and related software.
Conduct troubleshooting and root cause analyses for complex, escalated technical issues.
Apply fixes and document solutionsExhibit responsiveness to user needs through regular communication throughout the incident workflow.
Review issue resolution logs and identify ways to improve efficiency and client service.
Collaborate with it security to administer desktop security protocolsCommunicate security
Incidents to team management.
Provide guidance to and review work of less experienced technology services analysts.
Ensure all activities are in compliance with applicable rules, regulations, policies and procedures.
Bachelor`s degree in it related field required
5 years of experience in an it support or desktop support role in an enterprise environment
Financial services industry or trade support experience preferred
Windows environment – should have experience with o365 and active directory
Needs to know av technology/infrastructure (routers/switchers/data closets rack and stack)/ endpoint (desktops, vdis, laptops) and be able to explain/describe/support
Customer service mentality, strong organization and communication skills required – ability to work with and support all employees from entry level to c-suite
Strong problem resolution skills
Strong time management and prioritization skills
Ability to work effectively in a team environment
Ability to collaborate across multiple functions
Attention to detail and quality
Advanced technical knowledge and training in multiple key elements (data/voice communications, servers, networks, desktop) of the firm`s computing environment
Advanced knowledge of core technology industry trends and best practices
Strong written and verbal communication skills
Must be willing to travel across the u.sTo support branch offices locations as necessary