MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:
Essential Responsibilities:
Deliver Level 3 technical support and act as the final escalation point for all desktop-related incidents and requests.
Provide white-glove deskside and remote support to senior executives and portfolio managers, ensuring minimal downtime and frictionless tech experiences.
Champion user experience - proactively identifying pain points and implementing optimisations.
Be a trusted, visible presence in the office, representing the technology team with consistency, discretion, and reliability.
Own all incidents and requests via ServiceNow, ensuring complete and timely resolution with rigorous ticket hygiene.
Manage and resolve complex issues related to hardware, software, virtual platforms (VMware), networking, and remote access.
Collaborate closely with infrastructure, application, and InfoSec teams to deliver seamless resolutions and cross functional projects.
Drive root cause analysis (RCA) and implement automation or process improvements to reduce repeat issues.
Support the EUC strategy, leveraging monitoring and automation tools to drive proactive remediation.
Special Circumstances (e.g. shifts, travel overseas, hours) A degree of flexibility will be required to both support the business and to accommodate liaison with global offices.
PERSON SPECIFICATION
WORK EXPERIENCE/BACKGROUND:
Essential
Min 3 years’ desktop support experience within the Financial Services industry.
Desirable
- Hedge fund environment
TECHNICAL/BUSINESS SKILLS & KNOWLEDGE:
Essential
Trade floor / white glove / VIP deskside presence
High level of ServiceNow ticket management competency
VMWare VSphere Suite Administration
Strong technical grasp of strategic platforms such as MS Windows, Networking and Security, WAN, LAN, DNS.DHCP.
Active directory administration including GPO
Microsoft 365 administration
Microsoft Office Suite
End user experience monitoring
Market data applications
Understanding of build and client distribution architectures (SCCM)
Understanding of networks with the ability to troubleshoot local issues
Knowledge of ITIL principles
Desirable
VMWare Horizon
PowerShell and other scripting languages
Automation tools
BEHAVIOURS / COMPETENCIES:
Essential
Awareness of the critical role of IT in a fast-paced hedge fund firm
VIP Support experience
Self-starter who will work well in a busy globally dispersed team
Energetic, enthusiastic, and well organised
Experience in dealing with end users with tact and diplomacy using demonstrable interpersonal and communication skills
Appreciation of optimal customer service delivery strategies
By default, can communicate appropriately and effectively with globally dispersed end users, teams, and management up to and including C suite level.
Business minded individual, credible in discussions with technical and non-technical stakeholders
Highly organised and self-motivated who can work under their own initiative without supervision
Calm under pressure and who can remain focused on the priority deliverables.
Takes complete ownership of incidents through to resolution.
Team player who always displays empathetic interpersonal skills and respectful collaboration.
A willingness to learn and keep up to date with technologies and how they can best serve the business.
Understands that much can be learnt from when things don’t go to plan.
Excellent analytical troubleshooting triage skills and attention to detail.
Ability to quickly assess situations and adapt accordingly
Able to multitask and prioritise