Responsibilities
- Provide high‑quality technical support via phone, chat, email, and self‑service channels while delivering white‑glove service to global employees.
- Diagnose and resolve incidents across end‑user technologies, including Mac and Windows environments, Microsoft 365, collaboration tools, financial and trading apps, mobile devices, and enterprise applications.
- Troubleshoot identity, networking, and endpoint issues across Active Directory, VPN, device configuration, endpoint management, and mobile device management.
- Resolve incidents at first contact whenever possible, ensuring timely and accurate ticket management in accordance with SLAs.
- Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams.
- Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices.
- Participate in structured shift handovers and support 24/7 global operational coverage.
- Identify opportunities for automation, self‑service enhancements, process improvements, and overall service optimization.
- Communicate clearly and professionally with users, manage expectations, provide timely updates, and maintain composure under pressure.
- Support operational excellence by contributing to continuous improvement initiatives and maintaining strong documentation discipline.
Requirements
- Bachelor’s degree in computer science or a related discipline, or equivalent experience.
- 3+ years of experience providing technical support in remote, high‑volume environments.
- Certifications in CompTIA A+ and a willingness to obtain ITIL Foundation and HDI_SCA.
- Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices.
- Experience supporting enterprise ITSM platforms, such as ServiceNow or Jira, ITIL‑aligned operations, and knowledge management practices.
- Experience supporting financial services environments, including exposure to trading or market‑data platforms, such as Bloomberg.
- Excellent verbal and written communication skills, with the ability to prioritize work, meet SLAs, and manage multiple incidents simultaneously.
- Flexibility to work in a 24/7 rotational shift model, with a willingness to work in‑office five days per week.
- Strong analytical troubleshooting and root‑cause identification skills, with high attention to detail and documentation quality.
- Commitment to the highest ethical standards.
Benefits
- Fully paid health care benefits
- Generous parental and family leave policies
- Volunteer opportunities
- Support for employee-led affinity groups representing women, people of color and the LGBT+ community
- Mental and physical wellness programs
- Tuition assistance
- A 401(k) savings program with an employer match
Work Arrangement
Hybrid
Additional Information
- Flexibility to work in a 24/7 rotational shift model, with a willingness to work in‑office five days per week.
