IT Support Specialist

Job Summary

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. As an End User Support IT Specialist, you will provide on-site and remote

technical support for internal end-user software, hardware, and connectivity. We are looking for a driven, self-directed, technical professional who can work both

independently and with the broader support team. The End User Support team is

singularly focused on delivering a seamless technology experience for all users. The

right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top-tier customer service to our end users.

Responsibilities

• Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via
  
  

in-person, phone, chat, and email-based support channels.

• Troubleshoot technology issues related to hardware, software, user accounts, trading
  
  

environments, operating systems, and mobility

• Fulfill IT hardware requests requiring delivery, setup, or low-level hardware
  
  

troubleshooting for end users in the office where you're based.

• Escalate issues to senior members of the technical support team, infrastructure
  
  

teams, platform engineering teams, and/or third-party vendors to ensure end-user

issues are fixed at their root and do not recur.

• Provide excellent customer service experiences for all end users, traders, and senior
  
  

leadership, acting as the end user's advocate, ensuring their issues are fully fixed and

they have an optimal IT experience.

• Collaborate effectively with both local and remote or distributed team members to
  
  

accomplish small support tasks and large technical projects.

What We're Looking For

• 7
• years of relevant technical support experience in a medium to large, complex, and
  
  

fast-moving enterprise environment.

• Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and
  
  

information security topics.

• Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft
  
  

Exchange, TCP/IP, and VPN.

• Working knowledge of messaging platforms, telecommunication tools, collaboration
  
  

tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).

• Ability to communicate effectively and professionally across all settings to technical
  
  

and non-technical audiences of all tenure and seniority.