The Global Desktop Support Team is responsible for delivering top-tier support for the firm's desktop infrastructure. We provide both remote and in-person assistance to the trading floor, executives, and all business functions across our global offices.
We are looking for a highly skilled Desktop Support Engineer to join our dynamic IT team in Austin. In this role, you will be instrumental in maintaining the seamless operation of our end-user computing infrastructure within a fast-paced and high-pressure hedge fund environment. Additionally, you will contribute to the successful execution of Brevan Howard's end-user computing strategy, ensuring a robust and efficient IT landscape for the firm.
- Ownership of incidents and requests reported via ServiceNow. Prioritising and escalating issues where necessary and ensuring timely resolution with exemplary ticket management.
- Experience of market data applications (Bloomberg, Refinitiv as an example)
- Troubleshoot and resolve a wide range of technical issues, including hardware, software, networking, remote access, and telephony.
- Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles.
- Participate in rota based on-call support.
- Collaborate with other IT team members and external vendors to address more complex issues and implement solutions.
- Participate in IT projects and initiatives, contributing to their successful execution.
WORK EXPERIENCE/BACKGROUND:
Essential
Min 5 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 and core processes.
Desirable
- VMWare Horizon
- PowerShell and other scripting languages
- Automation tools
BEHAVIOURS / COMPETENCIES
- 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