Hedge Fund #070
What you’ll do
An IT Operations Engineer at our firm provides a range of services essential for the efficient operation of a client focused technology service model.
Our ideal candidate will have demonstrated the ability to provide outstanding customer service and support, as well as the ability to work independently or as part of a global team. They will be energetic and enthusiastic, with an ability to quickly diagnose and resolve issues, provide clear guidance and offer advice with patience and empathy. Our engineers deliver best in class customer service while managing and prioritizing their workload. The ideal candidate will show the eagerness to learn the latest technology while also possessing the aptitude to learn new skills and technology concepts.
They will further demonstrate proficiency in voice, mobile technology, Microsoft Windows based systems, as well as the Microsoft Office suite of tools.
§ Provide hands on technical support and insightful advice to clients
§ Focus on providing clients with best-in-class support experiences
§ Acknowledge and address all client queries, requirements and needs with patience and empathy
§ Provide guidance and training to clients on current technology and corporate policies
§ Educate clients on new technologies and processes to enhance technology adoption
§ Promote client empowerment through the use self-service portals
§ Manage client expectations to enhance the overall technology experience
§ Establish and maintain service level relationships with local and off-site technology service providers
§ Develop written project plans to manage small and large-scale projects
§ Be available to provide rotational, 24×7 on-call support
§ Be flexible and available for domestic and international travel
§ Quickly diagnose and resolve technology issues
§ Provide clients with training and advice on our related technologies and transformations.
§ Perform moves, adds and changes as needed
§ Utilize ServiceNow to document and track all Incidents, Problems and Requests
§ Provide written documentation, updates and root cause analysis on IT issues to management as required
§ Create knowledge-base articles for newly discovered issues.
§ Perform daily AM and PM system checks as per documented procedures
§ Create and distribute status reports
What’s required
You will work within a team environment to provide best-in-class technology services to clients across the Firm.
The team provides a full range of IT related services, including PCs, laptops, video conferencing solutions, software and mobile devices.
You should be inquisitive and have a desire to test your limits with new technologies. You should also possess the following attributes:
§ Minimum 4 years of experience in client service, desktop support or technical support role
§ Bachelor’s degree from an accredited institution with a concentration in Technology, Computer Science or related discipline
§ MUST HAVE: Experience supporting MAC technologies in an enterprise environment
§ Previous experience supporting investment professionals in the financial industry
§ Knowledge of market data and electronic trading platforms such as Bloomberg, Neovest, etc.
§ Scripting and automation using tools such as PowerShell, Splunk, etc.
§ Ability to troubleshoot and remediate complex issues across the entire Firm, provide Root Cause Analyses (RCA) and make recommendations to mitigate future risk
§ Ability to provide best in class customer service and technology support
§ Ability to identify issues that need urgent attention, depending on your knowledge of the business impact of the issue
§ Ability to maintain composure and focus in a fast paced, high pressure environment
§ Ability to work independently, while engaging and supporting the global technology team
