Senior End User Support Engineer

Business Technology is responsible for the global strategy, engineering and support for all desktop, telephony, AV, remote access, mobility and collaboration technologies. The team is aligned with core businesses across the firm, provides global technology solutions that back Tradewebs business operations and enables various business and technology teams to deliver top tier customer engagement and support through an ITSM/CSM platform.The role supports a highly demanding customer based that is heavily reliant on technology to compete in an extremely volatile business. The Senior End User Support Tech will be focused on global endpoint management and support.

• Excellent troubleshooting skills across all areas of technology, including desktops, telephony, AV, collaboration, messaging, remote access and mobility
• Provide white-glove, VIP support of all executives, senior leadership and globalend users
• Provide superior client experience and strengthen relationships across the global organization
• Troubleshoot reported issues and complete assigned tasks according to SLA in ServiceNow
• Provide on-site support of physical desktops, hardware, peripherals, printers, etc
• Support virtual infrastructure platforms, VDI, Citrix, VMware Horizon, virtual desktops
• Support remote endpoints such as laptops, building and certifying OS, VPN infrastructure
• Drive EOL\EOVS projects to meet system life cycle requirements and deadlines
• Support MFA and SSO integrations, Okta, Azure, PingID, RSA
• Support MDM solutions, Airwatch, Maas, MobileIron, etc
• Support various collaboration and messaging technologies, Zoom, Teams, WebEx, Skype, Symphony
• Administering SCCM, Active Directory, group policy, Appsense, file management
• Managing and administering patching processes and best practices for Windows, Office, third party applications across virtual, physical and mobile endpoints
• Installation of hardware, software applications, security updates, service packs, etc.
• Excellent scripting skills VB, PowerShell, and SQL
• Focus on building automation into reoccurring processes and problems
• Testing and certifying hardware and software technologies
• Understanding of networking principles, practices and technologies, TCP/IP, DNS, WINS, DHCP
• Create metrics, monitoring and system reports for a higher level of information, i.e., trends analysis and management of the health of environment
• Provide documentation and update internal knowledgebase articles
• Follow IT change management governance & process
• Effectively communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration, from initiation to close.
• Collaborate with colleagues across the global organization to implement change through structured change management process
• Resolve complex issues and conflicts
• This position may have responsibilities related to Dealerwebs compliance with SEC Regulation SCI. This requires the person in this role to understand and comply with the requirements of Regulation SCI relevant to his or her position, as well as Dealerwebs policies and procedures

• 7+ years desktop support / engineering experience
• Strong understanding of the requirements of supporting Financial Markets Businesses
• Knowledge of principles of Service Management (Support and Delivery)
• Knowledge and understanding of systems life cycles
• Strong grounding in all areas of Infrastructure Technology and Engineering
• Excellent verbal and written communication skills