Desktop Support Engineer

Job Description: Desktop Support

Onsite to San Francisco, CA

*Candidates must be vaccinated*

Top Skills:

1. Strong Windows desktop and endpoint support expertise

2. Multi-monitor and high-performance workstation setup

3. Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

Key Responsibilities:

Service Delivery & Field Service Operations

• Provide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams.

• Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution.

• Support time-critical incidents aligned to market cycles.

• Take end-to-end ownership of issues, ensuring rapid resolution in high-pressure, revenue-impacting situations.

• Coordinate with cross functional IT teams for priority issue resolution

• Support for back-office users and new joiner onboarding process.

Front Office & VIP Support

• Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers.

• Prioritise issues impacting market data feeds, order execution, and pricing systems.

ITSM Process Excellence

• Manage incidents and service requests via tools such as ServiceNow or Jira with strict SLA adherence.

• Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking.

• Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact.

End-User Technology & Trading Floor Support

• Install, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments.

• Support multi-monitor configurations.

• Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication.

• Manage mobile devices and secure endpoints used for remote portfolio access.

• Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms.

Investment Applications & Market Data Support

Provide basic L1 support for investment management applications like:

• Bloomberg, Refinitiv (Reuters), FactSet, Aladdin (or similar platforms)

• Order Management Systems (OMS) / Execution Management Systems (EMS)

• Support Microsoft 365 and collaboration tools used for investment research and reporting.

Stakeholder & Relationship Management

• Communicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios.

• Provide real-time updates during critical incidents impacting portfolio or trading activities.

• Build strong relationships with investment teams and operations stakeholders.

• Ensure high user satisfaction through responsive and proactive support.

Continuous Improvement & Operational Efficiency

• Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems.

• Improve first-time fix rates for front-office issues.

• Maintain and contribute to existing knowledge bases.

• Support process optimisation aligned to asset management workflows.

GenAI Implementation

• Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions

• Use AI-powered dispatch tools for optimized technician allocation.

• Support automation in asset tracking and service reporting.

• Drive adoption of AI-enabled deskside support tools to improve user experience.

Required Skills & Experience

• 4–8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services

• Experience supporting portfolio managers, traders, and research teams

• Exposure to market-sensitive, time-critical environments

Technical Skills

• Strong Windows desktop and endpoint support expertise

• Multi-monitor and high-performance workstation setup

• Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)

• Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin)

• Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

Process & Tools

• ITSM tools such as ServiceNow, Jira or equivalent

• Incident prioritization based on investment business impact

• Knowledge of SLA-driven support in financial environments

Soft Skills

• Strong stakeholder engagement

• Ability to operate in high-pressure, market-driven environments

• Excellent problem-solving and decision-making skills

• Clear and confident communication under pressure

• High level of ownership, attention to detail, and accountability