Helpdesk/Desktop Support Engineer

We are seeking a Help Desk Engineer with experience supporting users. The ideal candidate will provide Level 1 and Level 2 technical support to traders, portfolio managers, sales teams, research analysts, and other business users in a fast-paced financial services environment.
This role requires strong troubleshooting skills, excellent customer service, and the ability to resolve issues impacting mission-critical trading applications, market data platforms, and end-user computing environments.
Key Responsibilities
End User Support

• Provide Level 1 and Level 2 technical support
• Respond to incidents and service requests through ticketing systems, phone, chat, and in-person support.
• Troubleshoot hardware, software, networking, and application-related issues.
• Support senior executives, traders, sales teams, portfolio managers, analysts, and operations personnel.

Desktop & Infrastructure Support

• Install, configure, and support Windows 10/11 workstations and virtual desktop environments.
• Manage user accounts, permissions, and access using Active Directory and Microsoft Entra ID (Azure AD).
• Support Microsoft Office 365, Teams, Outlook, OneDrive, and SharePoint.
• Configure and troubleshoot printers, mobile devices, docking stations, and peripheral equipment.
• Support Citrix, VPN, and remote access technologies.

Incident & Problem Management

• Monitor and prioritize incidents impacting trading and business operations.
• Participate in major incident management during market hours.
• Document troubleshooting procedures and resolutions in the knowledge base.
• Ensure adherence to SLA and KPI targets.
• Provide timely communication and updates to business users and management.

Trade Floor Support

• Provide white-glove support in high-pressure trading floor environments.
• Support trader desktop setups, multiple-monitor configurations, and market data workstations.
• Assist with desk moves, hardware refreshes, and onboarding activities.
• Ensure minimal disruption to trading activities during issue resolution.

Collaboration & Continuous Improvement

• Work closely with Infrastructure, Network, Security, Application Support, and Vendor teams.
• Identify recurring issues and recommend process improvements.
• Participate in technology upgrades, migrations, and deployment projects.

Required Qualifications

• 6+ years of Help Desk, Desktop Support, or Technical Support experience.
• Strong knowledge of Windows desktop operating systems.
• Experience with Active Directory, Microsoft 365, and Exchange/Outlook.
• Experience supporting Bloomberg, Refinitiv, FactSet, or similar financial applications.
• Understanding of ITIL-based incident and service management processes.
• Experience with ServiceNow, Jira, Remedy, or similar ticketing systems.
• Excellent troubleshooting and customer service skills.
• Strong verbal and written communication skills.

• Experience with PowerShell scripting and automation.
• ITIL Foundation certification.
• Microsoft, CompTIA, or relevant technical certifications.

Technical Environment

• Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• ServiceNow
• Bloomberg Terminal
• Refinitiv / Eikon
• FactSet
• Citrix
• VPN Technologies
• Multi-Monitor Trading Workstations
• Microsoft Teams
• Exchange Online
• Remote Support Tools

Key Skills

• Trade Floor Support
• Capital Markets Support
• Front Office Technology
• Desktop Support
• Incident Management
• Trading Applications
• Market Data Platforms
• Customer Service
• Troubleshooting
• Active Directory
• Microsoft 365
• Bloomberg Support
• ServiceNow