Sr Service Desk Engineer

Job Title: Sr. Service Desk Engineer

Work Location: Dallas, TX (onsite)

Education/Experience Required: 5+ years of relevant technical support experience.

Job Description:

As a Service Desk Support Engineer, you will be a part of our Infrastructure Engineering team and will be a critical part of fulfilling Engineering's mission: to establish a world-class, hands-on team that applies innovative technology solutions to drive scale and attack opportunities with the greatest commercial impact.

This is an opportunity to join a focused, nimble team that leverages technology in unique and innovative ways.

The Service Desk Support Engineer will be responsible for providing technical support and administration for all internal end-user software, hardware, and connectivity.

We are looking for an entrepreneurial, self-directed technical expert that can work both independently and with the broader team.

The right candidate is focused on resolving a wide range of technology issues while providing top-tier customer service to our end users.

Responsibilities:

Identifying, diagnosing, researching, tracking, and resolving complex technical problems. Providing excellent customer service experiences for all end users, investment professionals and senior leadership.

Working effectively in a cooperative and collaborative global team environment. Escalating, coordinating, and managing incident response for critical firm-wide issues. Troubleshooting technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility.

Engaging in technical collaboration with other Infrastructure groups and business IT teams as appropriate.

Troubleshooting technology issues related to hardware, software, user accounts, developer ecosystem, trading environments, operating systems, and mobility.

Proficient and impactful oral and written communication skills.

Strong interpersonal skills: desire and ability to play on a team.

Interest in finance, investment banking, and the capital markets industry.

Results-oriented work ethic based upon responsibility, enthusiasm, and pride in work.

Well organized, sweat the details, and be agile to respond to the needs of a fast-moving business.

Skills & Qualifications:

Candidate must be self-motivated and willing to work in a team environment where good communications, high collaboration and low friction are shared values across the team and the organization.

Demonstrated success and effectively recognizing and resolving technical issues quickly and methodically.

Experience providing excellent, white-glove, VIP customer service interactions to technical and non-technical audiences.

The ability to adapt quickly to a new and changing technical environment.

Experience troubleshooting all aspects of desktop hardware, peripherals, and printers.

Experience troubleshooting all aspects of mobility, including Windows laptops, MDM solutions, MFA solutions, remote connectivity.

Experience troubleshooting Microsoft Office software, including Outlook, Excel, Word, PowerPoint, and related add-ins.

User and management-level experience with Experience troubleshooting issues with messaging platforms, collaboration, security, and video conferencing tools (Slack, Zoom and perimeter access controls), A/V issues, and conference room issues.

Experience troubleshooting issues related to DNS, DHCP, Microsoft Exchange, TCP/IP.

Experience troubleshooting issues in VDI or Citrix environments as well as various operating systems including Windows, Linux and MacOS.

Candidate will be expected to be self-driven, organized and must possess creativity, high judgement and strong communication (both oral and written) skills.

5+ years of relevant technical support experience.

For more information or to view other opportunities, visit us at

Paladin Consulting is an EEOC employer.