Key Responsibilities:
- Technical Support:
- Troubleshoot and resolve software and hardware issues
- Provide technical support for in-house, third-party, and market data applications
- Assist with operating system, driver, and firmware support
- Configure and maintain home and remote work setups
- Infrastructure Management:
- Manage hardware inventory and procurement
- Maintain IT rooms and equipment
- Support office moves, relocations, and decommissioning
- Perform basic network tasks, such as cable patching
- User Support:
- Provide timely and effective user support via various channels (email, phone, chat)
- Assist with onboarding and offboarding processes
- Evaluate user needs and recommend appropriate solutions
- Train users on new technologies and processes
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- Incident Management:
- Log, track, and resolve incidents and service requests
- Escalate issues as necessary and communicate status updates
- Proactively monitor systems and identify potential problems
- Additional Requirements:
- Participate in on-call rotation for after-hours and weekend support
- Stay current with technology trends and industry best practices
- Adhere to company policies, procedures, and security standards
- Work collaboratively with other IT teams and business units
- Required Skills and Experience:
- Strong knowledge of IT hardware and software
- Experience with troubleshooting and problem-solving techniques
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong customer service orientation
- Additional specific technical skills preferred, such as:
- Operating systems (Windows, macOS)
- Network protocols (TCP/IP, DNS, DHCP)
- Security best practices
- Scripting languages (PowerShell, Python)
- ServiceNow
- JIRA, Kanban