Tech Support Consultant

Principal Responsibilities

• Provide high-quality, courteous, and professional technical support to all end-users via phone, email, and in-person, ensuring consistent helpdesk coverage and adequate phone availability

• Assist in the daily operations of the helpdesk, ensuring adequate phone coverage at all times. Leverage ServiceNow to manage incident and problem workflows.

• Maintain oversight of the daily incident queue, ensuring that tickets are assigned, processed, and resolved with minimal delay.

• Physically build and deploy desktop workspace kits, including workstations, thin clients, monitors, telephones, mobile devices, and peripherals; manage moves, adds, and changes as required.

• Contribute to the creation and maintenance of technical documentation, and knowledge sharing within the team.

• Utilize a continuous improvement mindset to identify gaps and opportunities for automation. Lead and drive process change to uplift the end user experience.

• Identify high-priority issues and handle them as per the escalation process.

• Contribute to and lead IT projects, whether locally, regionally, or globally.

• Support the wider Technical Support and End User Services team in its daily activities by exhibiting professionalism, process knowledge, and technical know-how.

Technical/Business Skills and Knowledge

• 2-5 years of experience working at an enterprise level, with a focus on providing high-level support to end users, preferably from a financial services company with trade-floor support.

• Advanced analytical and problem-solving skills. Exposure to PowerShell, Python, and or other scripting languages are required.

• Familiar with AI prompts and using AI agents to automate repetitive tasks or to provide insights used to make business decisions. Claude Code and Copilot experience a plus.

• Excellent written and verbal communication skills in English.

• Excellent at troubleshooting technical issues in a logical, methodical, and consistent manner.

• Deep understanding of Microsoft Windows, Windows Infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, Citrix infrastructure, modern authentication, and printing technologies.

• Knowledgeable in PC hardware components and technical standards.

• Understanding of mobile technologies including BES, Microsoft Intune, Android, and iOS devices.

• Cisco IP phone and video conferencing support including Webex, Zoom, and Teams.

• Familiarity with ITIL best practices and processes (ITIL Certification a bonus).

• Able to quickly assess situations and adapt accordingly.

• Must have an eye for process improvement with a track record of tangible results.

• Must be an energetic, enthusiastic, and proactive team player who can work independently under pressure, multitask effectively, and demonstrate excellent time management.

• Availability for night, weekend, and on-call coverage, as well as light travel to branch offices when required.