Desktop Support (San Francisco)

  • Job Ref: 9325
  • California
  • IT - Support

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 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.