Desktop Support (Rockville, MD)

Desktop Support Engineer

Role Outline

To provide first level support through call logging software and/or on-site and handling incidents or service requests using the incident management system and request fulfilment processes.

Responsibilities

• Working with internal teams on Projects/ Clients in Region and in regions of service (UK, US and Asia).

• Running client specific Pre-market Morning checks for clients escalating any systems, server or network related issues prior to Market open

• Provide first/ second line support through the call-logging software and on-site, as appropriate for all incidents and requests.

• Work with VIPs, providing a white glove service where necessary

• Issue customers with details of call assignment and likely resolution timescales.

• Reassign or escalate incidents and requests to on-site third line support, third parties or

  other teams where appropriate discussing fully with colleagues.

• Monitor and update all incidents and requests, including calls assigned to external

  suppliers.

• Review incidents and requests with customers and work together to continuously

  improve service delivery provision.

• Deal directly with requests and complaints alike and act as point of escalation where

  necessary.

• TCP/IP Troubleshooting – With the internal networks team

• Multi-Factor Authentication Systems (Administrating and setting-up)

• Microsoft Exchange Server 2007 / 2010 / 2013

• VPN Technologies (for supporting remote work for clients and internally)

• Working actively with monitoring Technologies (Nagios, Splunk Enterprise, Thruk, etc) –

  To monitor, analyse and report, disruptions or client specific data

• Helping monitor internal infrastructure, relating to storage technologies for the platform –

  diagnosing / escalating and working with Win Admin and Database teams

• Working on client requests regarding Mail gateways and using expertise in security on

  the platform to resolve Email/ Microsoft Exchange related issue (Retrieving logs, blacklist/

  whitelist senders, etc)

• Working with clients and solving problems related to the Citrix platform/ application

  (IaaS) - [Used for remote hosting of PC’s, operating systems, etc]

• Active Directory 2008 - Helping users on AD Account related issues

• All Windows 2010 / 2013 / 2016 Applications (Office suite)

• Imaging, Deploying of operating systems - Windows 10

• LAN/WAN troubleshooting Skills – Networks escalation

• Building and Maintaining Desktop/Laptops

• Network Security – Working with clients/ Helping comply with protocols and maintain

  security on platform

Skills and Qualifications

• Support Desk call logging tools – HP service centre / Remedy / Infra.

• Senior Management / VIP Support.

• Cisco Unified Call Manager.

• Bloomberg/Reuters.

• MCP / MCITP Windows 7 / MCDST / MCSA.

• ITIL v3 Foundation.

• On call / Out of hours experience.

• Apple products / Mobile technologies.

• Strong research, writing and communication skills.

• Customer service experience (comfortable working with senior management and

  business owners).

• Ability to work independently and manage your own projects in a professional manner.

• Candidates must have or be working towards an Undergraduate degree or have previous

  experience in a similar role.