End User Support Specialist

End User Support Engineer (Technology) Location: New York, NY Department: Technology – End User Support Reports to: End User Support Lead, Americas Pay: $150,000 - $170,000 per year We are seeking a highly skilled and technically adept End User Support Engineer with strong trading floor experience to deliver exceptional, white-glove technology support to our users. The ideal candidate will have proven experience providing Level 2–3 support in a high-performance financial environment, demonstrating strong problem-solving abilities, superior communication skills, and a deep understanding of end-user technologies and market data systems. This individual will play a key role in maintaining desktop stability, executing IT projects, and ensuring seamless support for traders, portfolio managers, and other business units. Key Responsibilities Provide Level 2–3 end user and trading floor support across Windows, macOS, and mobile platforms, ensuring minimal disruption to business operations. Troubleshoot complex desktop, network, and application issues in a fast-paced, time-critical environment. Deliver white-glove, VIP, and trade floor support to executives, traders, and portfolio managers. Perform software and hardware installations, configurations, and maintenance following company standards. Manage tickets and requests via the firm’s incident management platform (Jira/ServiceNow or equivalent). Serve as a liaison between users/traders, business units, and engineering teams, ensuring clear communication and timely resolution. Support and maintain market data applications such as Bloomberg, Excel-Add-in’s, etc. Manage user onboarding/offboarding, inventory tracking, and device lifecycle processes. Contribute to knowledge base documentation, internal process improvements, and weekly reporting. Participate in IT infrastructure and user experience projects, including pilot testing and new technology rollouts. Support O365, Exchange, Active Directory, Citrix, Intune MDM, and SCCM deployments. Administer Zoom, DUO, and AI productivity tools (Copilot, ChatGPT). Maintain compliance with IT security standards, including patching and endpoint protection policies. Participate in on-call rotations for after-hours and weekend coverage. Provide proactive monitoring, maintenance, and performance optimization across end user systems. Required Skills & Experience Minimum 4 years of Level 2+ desktop/trading floor support experience in a financial services environment. Strong technical knowledge of Windows 10/11, Microsoft 365, Active Directory, DNS, DHCP, and Group Policy. Proficiency in market data application support (Bloomberg, Refinitiv, Fidessa, etc.). Working knowledge of Citrix, SCCM, PowerShell, Intune, and Exchange administration. Familiarity with Agile methodology and automation tools (Jira, GitHub/Bitbucket, Python, PowerShell, or VBScript). Excellent troubleshooting and analytical skills with a focus on root cause identification. Exceptional interpersonal and communication skills with a strong customer service orientation. Ability to manage multiple priorities in a dynamic, high-pressure trading environment. Understanding of network fundamentals (LAN/WAN, TCP/IP, DNS, VPNs). Experience in ITIL-based operations (Incident, Change, Problem Management). Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience). Additional Requirements Availability for extended hours and weekend work during critical trading or project periods. Eligible to work in the United States. Preferred Qualifications Experience supporting front-office trading environments with market data exposure. Prior experience working in global financial institutions with distributed support models. Familiarity with Zoom Room systems, AV equipment, and executive conference setups. Basic scripting skills for automation and reporting (Python, PowerShell). #J-18808-Ljbffr