Senior Desktop Support Engineer

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

Essential Responsibilities:

• Deliver Level 3 technical support and act as the final escalation point for all desktop-related incidents and requests.

• Provide white-glove deskside and remote support to senior executives and portfolio managers, ensuring minimal downtime and frictionless tech experiences.

• Champion user experience – proactively identifying pain points and implementing optimisations.

• Be a trusted, visible presence in the office, representing the technology team with consistency, discretion, and reliability.

• Own all incidents and requests via ServiceNow, ensuring complete and timely resolution with rigorous ticket hygiene.

• Manage and resolve complex issues related to hardware, software, virtual platforms (VMware), networking, and remote access.

• Collaborate closely with infrastructure, application, and InfoSec teams to deliver seamless resolutions and cross functional projects.

• Drive root cause analysis (RCA) and implement automation or process improvements to reduce repeat issues.

• Support the EUC strategy, leveraging monitoring and automation tools to drive proactive remediation.

Special Circumstances (e.g. shifts, travel overseas, hours) A degree of flexibility will be required to both support the business and to accommodate liaison with global offices.

PERSON SPECIFICATION

WORK EXPERIENCE/BACKGROUND:

Essential

• Min 3 years’ desktop support experience within the Financial Services industry.

Desirable

• Hedge fund environment

TECHNICAL/BUSINESS SKILLS & KNOWLEDGE:

Essential

• Trade floor / white glove / VIP deskside presence

• High level of ServiceNow ticket management competency

• VMWare VSphere Suite Administration

• Strong technical grasp of strategic platforms such as MS Windows, Networking and Security, WAN, LAN, DNS.DHCP.

• Active directory administration including GPO

• Microsoft 365 administration

• Microsoft Office Suite

• End user experience monitoring

• Market data applications

• Understanding of build and client distribution architectures (SCCM)

• Understanding of networks with the ability to troubleshoot local issues

• Knowledge of ITIL principles

Desirable

• VMWare Horizon

• PowerShell and other scripting languages

• Automation tools

BEHAVIOURS / COMPETENCIES:

Essential

• Awareness of the critical role of IT in a fast-paced hedge fund firm

• VIP Support experience

• Self-starter who will work well in a busy globally dispersed team

• Energetic, enthusiastic, and well organised

• Experience in dealing with end users with tact and diplomacy using demonstrable interpersonal and communication skills

• Appreciation of optimal customer service delivery strategies

• By default, can communicate appropriately and effectively with globally dispersed end users, teams, and management up to and including C suite level.

• Business minded individual, credible in discussions with technical and non-technical stakeholders

• Highly organised and self-motivated who can work under their own initiative without supervision

• Calm under pressure and who can remain focused on the priority deliverables.

• Takes complete ownership of incidents through to resolution.

• Team player who always displays empathetic interpersonal skills and respectful collaboration.

• A willingness to learn and keep up to date with technologies and how they can best serve the business.

• Understands that much can be learnt from when things don’t go to plan.

• Excellent analytical troubleshooting triage skills and attention to detail.

• Ability to quickly assess situations and adapt accordingly

• Able to multitask and prioritise

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