Desktop Support (Rockville, MD)

  • Job Ref: 9078
  • Maryland
  • IT - Support

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.


  • 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


  • 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


  • 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.