Job Description

Your key responsibilities include:

Act as a first point of contact for users striving towards first call resolution but able to escalate when needed.

Deliver advanced hands-on and remote support for critical end-user computing tasks, such as telephony (Cisco and dealer voice), mobile devices (iOS and Android), and video conferencing systems (Zoom).

Engage in collaborative efforts with second and third level technology teams, both domestically and internationally, to resolve complex or urgent issues.

Create and manage detailed logs of incidents and requests, identifying trends.

Handle user requests and incidents through multiple channels including walk-ups, chats, email, MS Teams, and ticketing systems.

Building and deploying PCs and laptops.

Assisting trading personnel in ensuring their applications are optimized on those devices.

Providing after-hours and weekend support (approximately one weekend per month), including onsite project activities, building power downs, technology upgrades, etc.

Travel as required to other locations within the US and Canada to support project initiatives.

This is a hybrid role requiring 3 days a week in our Philadelphia office.

What You Bring to the Table:

Prior experience in a corporate IT environment, ideally in a role requiring fast paced, high-level support.

Outstanding interpersonal skills for professional interactions with staff, both in person and via remote communication tools.

A passion for technology and a proven track record of leveraging technology to solve complex issues and exceed customer expectations.

Knowledge of technologies, including iOS, VMWare Horizon client, Global Protect VPN, Cisco telephony, Workplace ONE Mobile Device Management, and various market data applications like Bloomberg, Fidessa, ICE, FactSet.

Strong communication and stakeholder management skills; skilled at communicating, presenting, and generating enthusiasm and buy-in for ideas and solutions.

Proven capability to balance high-volume workloads with detailed analytical troubleshooting and complex problem resolution.

Exceptional sense of ownership and accountability for tasks and challenges, even under high-pressure situations.

Be a strong, dynamic character, capable of collaborating effectively with colleagues and business users working in a constantly evolving environment.

A Bachelor's degree in Computer Science, Engineering, or a related field is preferred.

Job Tags

Permanent employment, Immediate start, Remote job, Weekend work, 3 days per week,

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