Sr. Service Desk Engineer

• As a Service Desk Support Engineer, you will be a part of our Infrastructure Engineering team and will be a critical part of fulfilling Engineering's mission: to establish a world-class, hands-on team that applies innovative technology solutions to drive scale and attack opportunities with the greatest commercial impact.
• This is an opportunity to join a focused, nimble team that leverages technology in unique and innovative ways.
• The Service Desk Support Engineer will be responsible for providing technical support and administration for all internal end-user software, hardware, and connectivity.
• We are looking for an entrepreneurial, self-directed technical expert that can work both independently and with the broader team.
• The right candidate is focused on resolving a wide range of technology issues while providing top-tier customer service to our end users.

• Identifying, diagnosing, researching, tracking, and resolving complex technical problems. Providing excellent customer service experiences for all end users, investment professionals and senior leadership.
• Working effectively in a cooperative and collaborative global team environment. Escalating, coordinating, and managing incident response for critical firm-wide issues. Troubleshooting technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility.
• Engaging in technical collaboration with other Infrastructure groups and business IT teams as appropriate.
• Troubleshooting technology issues related to hardware, software, user accounts, developer ecosystem, trading environments, operating systems, and mobility.
• Proficient and impactful oral and written communication skills.
• Strong interpersonal skills: desire and ability to play on a team.
• Interest in finance, investment banking, and the capital markets industry.
• Results-oriented work ethic based upon responsibility, enthusiasm, and pride in work.
• Well organized, sweat the details, and be agile to respond to the needs of a fast-moving business.

• Candidate must be self-motivated and willing to work in a team environment where good communications, high collaboration and low friction are shared values across the team and the organization.
• Demonstrated success and effectively recognizing and resolving technical issues quickly and methodically.
• Experience providing excellent, white-glove, VIP customer service interactions to technical and non-technical audiences.
• The ability to adapt quickly to a new and changing technical environment.
• Experience troubleshooting all aspects of desktop hardware, peripherals, and printers.
• Experience troubleshooting all aspects of mobility, including Windows laptops, MDM solutions, MFA solutions, remote connectivity.
• Experience troubleshooting Microsoft Office software, including Outlook, Excel, Word, PowerPoint, and related add-ins.
• User and management-level experience with Experience troubleshooting issues with messaging platforms, collaboration, security, and video conferencing tools (Slack, Zoom and perimeter access controls), A/V issues, and conference room issues.
• Experience troubleshooting issues related to DNS, DHCP, Microsoft Exchange, TCP/IP.
• Experience troubleshooting issues in VDI or Citrix environments as well as various operating systems including Windows, Linux and MacOS.
• Candidate will be expected to be self-driven, organized and must possess creativity, high judgement and strong communication (both oral and written) skills.
• 5+ years of relevant technical support experience.

Paladin Consulting