Tech. Support Analyst

The below job description outlines the initial scope of the role, but could potentially change with time as the successful candidate develops further knowledge, and experience of the skills required to be successful within the role, and the Mercuria organisation.

Context

Full time Tech Support Analyst position located at our Greenwich, CT. Office to work as part of our 1st and 2nd line of Global IT to support the business. This role will primarily provide:

• Prompt and efficient triage of Tier 1 and 2 incidents, incident management, and resolution
• Troubleshooting computer, and network related issues
• Prompt escalation, and collaboration in relation to tier 3 incidents
• Logging of all incidents using a ITSM tool (Service Now)
• Respond to customer inquiries via phone, Microsoft Teams, email, and the service desk portal.
• Provisioning of computer equipment and peripherals to employees; maintain and repair existing IT equipment.
• Tier 1 and 2 tasks related to Active Directory, Mail filters, Anti-Virus, RSA, Nexthink and other operational tools
• End-user software/hardware installation, imaging PC’s, and configuration; perform software/hardware upgrades.
• User and team training, and guidance on best practices
• Support global IT initiatives
• Administrative tasks related to job i.e. asset management, status reporting, and project planning
• VIP White Glove service

Technologies needed:

• Detailed knowledge of Windows 11 operating system and MS Office 365 products
• Strong knowledge and hands-on experience of help desk level Active Directory (Users and computers, Group Policy)
• Administration of file/folder level permissions, file shares, and related security
• Experience of MDM mobility solutions such as Microsoft Intune
• Strong Office 365 knowledge and experience required (O365 user management and help desk level related tasks)
• SharePoint and Exchange Online support a plus
• Ability to troubleshoot user-level related network problems (DNS, DHCP, WIFI, VPN, )
• Troubleshoot printer and printing related problems both locally and on the back end server
• Strong knowledge of ITSM tools like ServiceNow or similar

The successful candidate will bring a deep technical understanding of the infrastructure services Mercuria provides, but will have strong experience of customer liaison and team integration.

The position will report directly to the Head of Service Desk Americas, however, they will have to maintain strong relationships across all IT functions including application development & support teams, the regional IT functions and directly with the business where needed.

Technical Expertise:

• Client operating system development ( Required )
• 3 years’ experience in IT solution delivery and support (R equired )
• A fundamental understanding of Windows 11 & MS Office ( Required )
• Experience of IT support in a trading environment ( an Advantage )
• Understanding of access management ( Required )
• Executive and VIP support needs ( Required )
• Knowledge of MDM and client management technical solutions ( Required )
• Experience of desktop management tools ( an Advantage )
• Centralized deployment tools ( an Advantage )
• Logitech Teams Room configuration and setup ( Required )

Qualifications:

• Degree Educated ( Desired )
• ITIL Foundation ( an Advantage )
• Technical qualifications or certifications ( an Advantage )

Profile/Desired Competencies:

• Strong customer service mentality
• Ability to sense/adjust to a customer’s situation and feel; act with the appropriate sense of urgency and understanding
• Ensure customer satisfaction through professional customer support
• Ability to work with customers of all levels
• Strong organizational skills
• Excellent communication skills
• Fluent English
• Proactive, independent and fast learning personality
• Able to manage multiple priorities including a mix of projects and business as usual in a high pressure environment
• Experience of managing high profile stakeholders
• Ability to work in a regulated industry/environment and adhere to compliance requirements