Hedge Fund #002
This is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment while working with end-users.
The role will require the individual to interface directly with trading business units to ensure the rest of the support team is meeting the business needs. The role is also responsible for proactive communication with the business.
Principal Responsibilities
Previous experience working in financial industry (preferably hedge fund or large financial technology department); knowledge of how equities, commodities, futures, fx and fixed income products trade.
Quick learner, Detail oriented; Demonstrable thoroughness and strong ownership of work.
Good team player with a strong willingness to participate and help others.
Able to prioritize in a fast moving, high pressure, constantly changing environment; High sense of urgency
Extensive experience with CMDB, Change Management, Incident Management and Quality Metric development and operation.
Deliver high-quality support to all end-users in a courteous professional manner
Field incident phone calls and emails from end users
Leverage ServiceNow to manage incident and problem workflows
Troubleshoot basic network and telecommunications connectivity issues
Support of desktop technology and desktop applications in Windows environments (Linux desktop support experience a plus), including remote access tools
Knowledge and troubleshooting skills in the Microsoft Windows OS, Microsoft Office Suite (including Office 365), mobile devices, printers and other applications
VDI and Citrix knowledge and experience
Strong analytical and problem-solving skills are a must as well as the ability to work well independently
Assist with trading floor adds/moves/changes
Troubleshoot basic network and telecommunications connectivity issues
Maintain and build technical knowledge through continuous education with a focus on customer support
Support projects that evolve as a result of firm-wide technical initiatives
Strong communication skills. Ensure end-users are informed of issue status through resolution; escalate to the appropriate technology teams when necessary
Qualifications/Skills Required
Previous experience working in financial industry (preferably hedge fund or large financial technology department); knowledge of how equities, commodities, futures, fx and fixed income products trade.
Bachelor’s degree strongly preferred
5+ years of experience working in an enterprise level support team
Ability to direct activities of peers and others not reporting directly to the person
Knowledge of Active Directory and Exchange
Extensive experience with CMDB, Change Management, Incident Management and Quality Metric development and operation.
Must demonstrate an ability and interest in having a hands-on approach to customer service.
Strong understanding of market data – Bloomberg, Thomson Reuters, etc. Proven expertise in integrating with Excel plug-ins, troubleshooting API broken links, effectively working with vendor technical support.
Broad understanding of mobile technology
Must have excellent written and verbal communications skills as well as strong customer service experience.
Process oriented individual
Must demonstrate an ability and interest in having a hands-on approach to customer service.
Availability for night and weekend shift work as well as light travel to branch offices
Experience in supporting servers and data centers a plus
MCP/MCSE/CCNA or equivalent a plus
