Description & Requirements

Bloomberg is a global leader in business and financial information, news, and insight, and we use innovative technology to deliver trusted data and bring transparency to the financial markets. Our customers around the globe rely on us for the information and tools they need to make critical investment decisions and remain connected across all sides of the financial community. And, to ensure the best experience for our 20,000+ employees across 176 offices globally, we provide the spaces and systems that allow our teams to work together with agility, productivity and collaboration, no matter where they are.

The Bloomberg Financial Solutions department of 5,000+ employees are at the forefront of ensuring success for our customers and employees alike. Our team comprises several key pillars: sales, service, operations, culture, and brand. As a department, we are united by a common goal: We create meaningful relationships with clients by understanding their needs and delivering exceptional end-to-end support from sales and implementation, through their ongoing relationship with Bloomberg.

• Effectively prioritize a high volume of calls, instant message and tickets, while also addressing team related tasks and initiatives.
• Thrive in a fast paced team, whilst demonstrating adaptability in a constantly evolving environment.
• Foster strong client relationships, understanding client needs, provide technical support, and maximize customer satisfaction.
• Collaborate with internal teams at different levels and across regions to resolve complex issues while maintaining effective communication and ensuring consistent adherence to company standard.
• Support the Bloomberg Terminal, office tools (API) and services in our client's environment encompassing advanced software troubleshooting.
• Support Bloomberg's private IP network including connectivity of customer Bloomberg routers, Enterprise servers, FIX connections and SFTP.
• Deliver support for Bloomberg products operating in Virtual environments (VMWare, Citrix, Hyper-V, AWS) ensuring seamless functionality.
• Understand core business objectives and help achieve them through daily proactive outreach to clients for licenses, hardware, software, and network set-ups/upgrades.

• Fluency in English (Written and Spoken).
• Ideally (but not essential) 3+ years of relevant professional experience in a Technical Support role.
• Hands-on experience with Microsoft Windows and macOS environments, including configuration and troubleshooting performance issues using Windows troubleshooting tools (Task Manager, Event Viewer, Windows Tools).
• Familiarity with common software applications such as MS Office, antivirus programs, and other enterprise applications and proficiency in using diagnostics and repair tools.
• Understanding of hardware components (CPU, RAM, hard drives, GPUs) and configuration of various systems including laptops, desktops, and peripherals.
• Understanding of network protocols and tools, such as but not limited to: SFTP, ICMP, TCP, UDP, BGP, RIP, DNS, DHCP, IPv4, IPv6, ping, traceroute, and netstat.
• Practical experience with networking principles including LAN, WAN, TCP/IP, DNS, BGP, subnetting, and firewalls.
• Understanding connectivity types, such as but not limited to: Ethernet, Fiber, VPN, Wired WAN, Wireless WAN.

• Ability to communicate technical concepts clearly and concisely, adapting communication styles to suit customer needs.
• Demonstrates ownership and taking initiative, and accountability; and providing update to end users or internal and external parties.
• A focus on customer satisfaction and the ability to handle customer issues with empathy.
• Desire to learn new technologies, tools, and industry practices.
• Ability to analyse the business impact of customer issues and prevents them from spreading further.

• CompTIA A+, Network+, CCNA, Microsoft or industry standard related certifications.
• Knowledge of router commands (Cisco, Juniper, Arista).
• Setting up & troubleshooting virtual environments (VMware, Citrix).
• Exposure to vendor cloud technology (AWS, Azure).
• Knowledge of add-ins, macro, and VBA.
• Experience with FIX protocol and SFTP.