End User Services Engineer

DTCC • Tampa, FL

1d • Hybrid

About The Position

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 role of End User Services Associate will be responsible for providing 1st & 2nd line support to DTCC employees globally.

The Senior End User Services Associate will work on 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.

This position is for an Executive Service person dedicated to delivering the highest level of technology service to VIPs of the Firm, including the external board members, management committee and all members of the C-Suite. The Executive Service professional is responsible for the ongoing support of senior members of the firm. Executive Service professionals serve as a single point of contact, communication and coordination for any technology issues, requests and questions senior management may have. Executive Service professionals must understand the various technology resources available to senior managers and be able to speak to the benefits and drawbacks to each. Executive Service professionals will also be required to liaise with other teams in order to research, understand and implement standard and non-standard solutions. Executive Service coverage would include on-call rotation during off-hours in order. Executive Service professionals are also expected to travel to other offices and locations in order to provide offsite support when required.

Given the demanding nature of the position and level of the users supported, Executive Service professionals must have deep technical solve abilities. They are expected to demonstrate ownership and manage incident resolution from end-to-end, marshalling firm resources to provide resolutions and information in a highly adaptable manner. In addition, Executive Service professionals need to be able to advance and provide transparency, as appropriate, to senior Technology management.

NOTE: The Primary Responsibilities of this role are not limited to the details above.

Requirements

• Minimum of 4 years of related experience
• Bachelor's degree preferred or equivalent experience
• Technical capability to diagnose and determine root cause.
• 3 years exeperience supporting MacOS
• Experience using Zscaler, Trellix Encryption and Antivirus
• Advance knowledge of Virtual Desktop Infrastructure (VDI), Virtualization (VMware\Citrix), vSphere Client support
• Windows workstation and operating system support including working knowledge of Microsoft Office 365 suite
• Excellent knowledge of desktop/laptop and mobile devices (Apple mobile/Android devices / Microsoft Intune Administration, iPhones, iPads, Macs) including enterprise deployment and support
• Excellent verbal and written communications skills.
• Support experience in a complex environment.

Nice To Haves

• Experience in the Financial industry is a plus.
• ServiceNow and SCCM experience is a plus.
• AI experience is a plus.

Responsibilities

• This position is for an Executive Service person dedicated to delivering the highest level of technology service to VIPs of the Firm, including the external board members, management committee and all members of the C-Suite.
• The Executive Service professional is responsible for the ongoing support of senior members of the firm.
• Executive Service professionals serve as a single point of contact, communication and coordination for any technology issues, requests and questions senior management may have.
• Executive Service professionals must understand the various technology resources available to senior managers and be able to speak to the benefits and drawbacks to each.
• Executive Service professionals will also be required to liaise with other teams in order to research, understand and implement standard and non-standard solutions.
• Executive Service coverage would include on-call rotation during off-hours in order.
• Executive Service professionals are also expected to travel to other offices and locations in order to provide offsite support when required.
• Experience working with Active Directory
• Basic Audio-Visual support knowledge for Cisco / Crestron systems
• Home Support Visits
• Ping ID Authentication Manager
• Ability to document work and understand technical procedural
• Ability to use ServiceNow (Ticketing tool) to manage Technology Service Management calls/incidents/tasks
• Solid understanding of network transfer protocols for supported services
• Strong working knowledge of Apple technology (Mac OS, iCloud, iPad OS and iPhones)
• This includes incidents/problems, requests and communications, standard or non-standard.
• Given the demanding nature of the position and level of the users supported, Executive Service professionals must have deep technical solve abilities.
• They are expected to demonstrate ownership and manage incident resolution from end-to-end, marshalling firm resources to provide resolutions and information in a highly adaptable manner.
• In addition, Executive Service professionals need to be able to advance and provide transparency, as appropriate, to senior Technology management.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree