Associate Engineer, End User Support

About the Opportunity 

Our client is one of the largest independent alternative investment managers in the world. Their New York office is in search of an Associate Engineer, End User Support to report to the Head of Tech Support, Americas. The Associate Engineer will be responsible for ensuring the smooth running and stability of various systems across the business spanning front and back offices. This will include monitoring critical systems, anticipating and resolving issues as they arise, and thinking of ways of reducing common problems.

The annual base salary range is $65,000 to $70,000. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things. Details about eligibility for bonus compensation (if applicable) will be finalized at the time of offer.

 

Job Responsibilities

  • Be the first point of contact for the TechSupport function, managing customer queries by assigning an appropriate priority and setting expectations with the user
  • Visit users at their desks, and provide remote support and active participation when located in our Tech Bar
  • Diagnose and resolve software and hardware issues, across operating systems (Windows 10 and Mac OS X) both in-person and remotely via phone and desktop sharing software
  • Resolve common remote access problems, such as account lockouts, and troubleshoot VPN/MFA and Citrix remote desktop/application challenges
  • Have a good understanding of incident and problem management
  • Be responsible for resolving and troubleshooting queries, escalating to specialists where appropriate, and managing the technical relationships with our users
  • Support our users on a wide range of technologies to meet the agreed Service Level Agreements
  • Participate in an On-Call Rotation, roughly 1 week in every 6

 

Job Requirements

  • Bachelor’s Degree
  • 1-3 years experience working within a tech support environment or role where customer support is the primary focus
  • Be a motivated Individual, genuinely interested in technology and eager to provide a user focused experience
  • An understanding of Apple and Android handsets in a Mobile Device Managed environment
  • Excellent communication skills – both written and verbal
  • Knowledge of the ITIL management framework
  • An understanding of Windows Operating Systems and Citrix would be beneficial
  • Financial services, trade floor support and market data applications (Reuters/Bloomberg) experience is desirable but not essential

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