IT Desktop Support Engineer

Hi,

We have an urgent job opening for IT Desktop Support Engineer______ San Fransico, CA (Onsite) Please send the updated resume if you find comfortable for this position.
Job Title:- IT Desktop Support Engineer

Location:  San Fransico, CA (Onsite)

Duration:-  Long term Contract  

Job Description:- 

Key Responsibilities

Service Delivery & Field Service Operations

• Provide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams.
• Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution.
• Support time-critical incidents aligned to market cycles.
• Take end-to-end ownership of issues, ensuring rapid resolution in high-pressure, revenue-impacting situations.
• Coordinate with cross functional IT teams for priority issue resolution.
• Support for back-office users and new joiner onboarding process.

Front Office & VIP Support

• Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers.
• Prioritise issues impacting market data feeds, order execution, and pricing systems.

ITSM Process Excellence

• Manage incidents and service requests via tools such as ServiceNow / Jira with strict SLA adherence.
• Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking.
• Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact.

End-User Technology & Trading Floor Support

• Install, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments.
• Support multi-monitor configurations.
• Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication.
• Support mobile devices and secure endpoints used for remote portfolio access.
• Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms

Required Skills & Experience

1. Experience

• 4–8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services
• Experience supporting portfolio managers, traders, and research teams
• Exposure to market-sensitive, time-critical environments

2. Technical Skills

• Strong Windows/macOS desktop support and endpoint troubleshooting skills
• Multi-monitor and high-performance workstation setup
• Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)
• Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin)
• Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

3. Process & Tools

• ITSM tools such as ServiceNow, Jira or equivalent
• Incident prioritisation based on investment business impact
• Knowledge of SLA-driven support in financial environments

4. Soft Skills

• Strong stakeholder engagement
• Ability to operate in high-pressure, market-driven environments
• Excellent problem-solving and decision-making skills
• Clear and confident communication under pressure
• High level of ownership, attention to detail, and accountability

5. Investment Applications & Market Data Support

• Provide basic L1 support for investment management applications like:
• Bloomberg
• Refinitiv (Reuters)
• FactSet
• Aladdin (or similar platforms)
• Order Management Systems (OMS) / Execution Management Systems (EMS)
• Support Microsoft 365 and collaboration tools used for investment research and reporting.

6. Stakeholder & Relationship Management

• Communicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios.
• Provide real-time updates during critical incidents impacting portfolio or trading activities.
• Build strong relationships with investment teams and operations stakeholders.
• Ensure high user satisfaction through responsive and proactive support.

7. Continuous Improvement & Operational Efficiency

• Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems.
• Improve first-time fix rates for front-office issues.
• Maintain and contribute to existing knowledge bases.
• Support process optimisation aligned to asset management workflows.

8. GenAI Implementation

• Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions.
• Use AI-powered dispatch tools for optimized technician allocation.
• Support automation in asset tracking and service reporting.
• Drive adoption of AI-enabled deskside support tools to improve user experience.

Thanks & Regards

Rajnish Kumar

Sr. Technical Recruiter

Contact NO:-