End User Services Engineer

DTCC • Coppell, TX

17h • Hybrid

About The Position

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and
supportive team, and receive investment in your professional development? At
DTCC, we are at the forefront of innovation in the financial markets. We are
committed to helping our employees grow and succeed. We believe that you have
the skills and drive to make a real impact. We foster a thriving internal
community and are committed to creating a workplace that looks like the world
that we serve.

The Information Technology group delivers secure, reliable technology solutions
that enable DTCC to be the trusted infrastructure of the global capital markets.
The team delivers high-quality information through activities that include
development of essential, building infrastructure capabilities to meet client
needs and implementing data standards and governance.

The End User Services Engineer will work on complex incidents and tasks via the
in-house incident management tool Service Now adhering to strict SLAs. Incidents
range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual
infrastructure and Printers. The End User Services Associate will troubleshoot
technical support incidents (in person, by telephone, via e-mail, or through
remote access tools) in a timely and accurate fashion and escalate support
incidents to the relevant 3rd Line teams. VIP Support: Acting as the main point
of contact for technology issues and inquiries from senior management, requiring
high professionalism.
Technical Support: Delivering 1st & 2nd line support for Windows systems, Linux
Virtual Terminals (VDI), Cisco phones, and networking.
Incident Management: Managing issues end-to-end in ServiceNow, adhering to
strict SLAs.
Environment: Supporting hybrid work models and maintaining IT assets in a
secure, compliant environment.
On-Call Support: Participating in on-call rotations for off-hours support.

Requirements

• Minimum of 8 years of related experience
• Bachelor's degree preferred or equivalent experience

Responsibilities

• Work on complex incidents and tasks via the in-house incident management tool Service Now adhering to strict SLAs.
• Troubleshoot technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and escalate support incidents to the relevant 3rd Line teams.
• Acting as the main point of contact for technology issues and inquiries from senior management, requiring high professionalism.
• Delivering 1st & 2nd line support for Windows systems, Linux Virtual Terminals (VDI), Cisco phones, and networking.
• Managing issues end-to-end in ServiceNow, adhering to strict SLAs.
• Supporting hybrid work models and maintaining IT assets in a secure, compliant environment.
• Participating in on-call rotations for off-hours support.

Benefits

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level