End User Support Specialist

We are seeking a dedicated and knowledgeable End-User Support Specialist to join our team. You will provide on-site and remote technical support for internal end-user software, hardware, and connectivity. We are looking for a driven, self-directed, technical professional who can work both independently and with the broader support team. The End User Support team is singularly focused on delivering a seamless technology experience for all users. The right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top-tier customer service to our end users.

Responsibilities:

• Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.
• Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility.
• Fulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you’re based.
• Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur.
• Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed, and they have an optimal IT experience.
• Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.

What we’re looking for

• 6 years of relevant technical support experience in a medium to large, complex, and fast-moving enterprise environment.
• Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics.
• Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN.
• Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).
• Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenures and seniority levels.