IT Operations Engineer, Executive Support

  • Full-Time
  • CT or NYC
  • Posted on April 20, 2022

Hedge Fund #059

Our ideal candidate will have demonstrated the ability to provide outstanding customer service and support for C-level executives. He or she will be an 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. He or she 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

§ 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 available for regular, domestic and international travel

§ Quickly diagnose and resolve technology issues

§ Provide clients with training and advice on related technologies and transformations.

§ 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 knowledgebase 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 service and support for our Executive Management Team. You will provide a full range of IT related services, supporting 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 -8 years of experience in client service, desktop support or technical support role

§ 2-5 years experience as a team lead

§ Bachelor’s degree from an accredited institution with a concentration in Technology, Computer Science or related discipline

§ 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, while 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

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