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End User Support Engineer (NY/CHI)

Chicago, IL
Our End User Support Engineer provides 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.
If you have an interest in: 
  • Identifying, diagnosing, researching, tracking and resolving complex technical problems
  • Escalating issues and facilitating user assistance from third parties or other IT groups as needed
  • Providing excellent customer service experiences for all end users, traders 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
  • Maintaining a senior level of knowledge and involvement in many aspects of our trading environment
  • Engaging in technical collaboration with other Infrastructure groups and business IT teams as appropriate
If you have proven skills in:
  • Demonstrating the ability to effectively recognize and resolve technical issues quickly and methodically
  • Adapting quickly to a new and changing technical environment
  • Providing excellent, white-glove, VIP customer service interactions
  • Troubleshooting all aspects of desktop hardware, peripherals, and printers
  • Troubleshooting all aspects of mobility, including Windows laptops, MDM solutions, MFA solutions, remote connectivity, VPN
  • Troubleshooting all aspects of Apple computers, Mac OS, iPhones and iPads
  • Troubleshooting various operating systems, including Microsoft Windows and Linux
  • Troubleshooting Microsoft Office software, including Outlook, Excel, Word, PowerPoint, OneNote and related add-ins
  • Troubleshooting issues related to Active Directory, DNS, DHCP, Microsoft Exchange, TCP/IP
  • Troubleshooting issues in VDI or Citrix environments
  • Troubleshooting issues with messaging platforms, collaboration, video conferencing tools (such as WebEx, Zoom, Blue Jeans), A/V issues, and conference room issues
  • Communicated effectively with a wide range of audiences (technical and non-technical, staff and managerial), and in a wide range of settings (e.g., one-on-one, small group, in person, on the phone, and via e-mail)
  • Interacted professionally with internal customers and demonstrates key client service concepts (e.g., responsiveness, attentiveness, composure, attention to detail, follow-through)
  • A Bachelor's degree (BS or BA) and 3+ years of relevant technical support experience
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