End User Support Engineer

Contract to hire role onsite (5 days a week) in NYC.  Must have experience supporting a trade floor.  

We are seeking a highly skilled and technically adept End User Support Engineer to deliver exceptional support to our employees, including white glove, trade floor, and VIP services. The ideal candidate will possess excellent oral and written communication skills, strong analytical abilities, and effective problem-solving capabilities. A strong customer service orientation with a focus on user satisfaction is essential.

Responsibilities:

• Provide 1st to 3rd level End User Support for all internal employees, both in-office and remotely by effectively monitoring and managing incoming workload to the Global EUS team through various channels, including portal, email, in-person, chat, and hotline contacts.
• Foster effective relationships within the team and across the business.
• Contribute to weekly management reports.
• Document solutions in a centralized knowledge base.
• Ensure all equipment complies with IT security policies.
• Follow the global Onboarding/Offboarding process for any joiner, leaver, or transfer requests.
• Maintain IT standards and policies, including software deployment of licensed applications.
• Execute approved IT projects to enhance the capacity, performance, availability, and security of IT Infrastructure.
• Install and configure desktop and mobile equipment.
• Maintain accurate Inventory Management records.
• Support and maintain the disaster recovery environment, including appropriate testing.
• Provide on-call support on a rotational basis during the week and weekends.
• Travel to other offices to assist with projects as needed.

• Serve as the primary point of contact for day-to-day IT and Infrastructure support.
• Prioritize and escalate Incidents/Requests to ensure resolution within SLA.
• Perform proactive maintenance and break/fix of the IT estate, including the desktop environment.
• Provide technical support for desktops, mobile devices, remote endpoints, printers, and third-party applications.
• Offer first line support to the firm with effective monitoring and handling of incoming workload to the Global EUS team via portal, email, in person, chat or hotline contacts.
• Offer timely feedback and manage user expectations during issue resolution.

Key Technologies Supported

• Active Directory and Exchange management.
• Zoom Meetings and telephony support.
• Citrix Workspace and VDA administration.
• DUO Authentication services.
• Microsoft Office 365 management.
• Microsoft Windows 11 support.
• Mobile Device Management (Intune) for iOS and Android.
• Networking and server relationship management.
• Reuters, Bloomberg, and other market data application support.
• SCCM deployment and packaging.
• Artificial Intelligence tools, with a focus on Copilot.

Knowledge and Experience

• Basic experience with Windows Server and related services, including Active Directory, Group Policy, DHCP, DNS, and IIS.
• Strong knowledge of Windows OS, particularly Windows 11.
• Experience in a Service Desk environment, providing remote and onsite support, and managing tickets via an Incident Management tool.
• Experience in the financial sector with exposure to infrastructure technologies such as servers and networks.
• A good understanding of financial markets is a plus.
• Knowledge of AV equipment and ITIL processes, including Problem, Incident, and Change Management.
• A minimum of 3–5 years in 1st and 2nd level support experience in a financial services industry.
• Highly technical, with the ability to work independently to identify root causes of issues.
• Over 4 years of IT support experience in the financial services industry.
• Knowledge of PowerShell is a plus.
• Previous experience in a managed service environment with strict SLAs.