Description

You will provide enterprise-level technical support, manage incident queues, and leverage AI technologies to improve service operations.

This role is on-site.

Responsibilities

• Drive daily helpdesk operations and ensure adequate phone coverage for end-users.
• Identify and resolve high-priority issues following established escalation processes.
• Maintain oversight of the daily incident queue, ensuring timely assignment and processing.
• Create and maintain technical documentation while sharing team knowledge.

Required Skills

• 3+ years of enterprise-level experience, preferably in finance trade-floor support.
• Proficiency in developing and fine-tuning AI prompts and using AI Agents for automation.
• Strong understanding of Microsoft Windows, Windows Infrastructure, DNS, DHCP, and TCP/IP.
• Knowledge of Citrix infrastructure, Bloomberg, RSA, and mobile technologies (Android, iOS, BES, Microsoft Intune).
• Proficiency with Microsoft Office and strong analytical troubleshooting skills.
• Familiarity with ITIL best practices and processes.

Preferred Skills

• ITIL Certification.
• Experience supporting Cisco IP phones and Webex video conferencing.

Key Skills

Education

Any Gradute