End User Support Technician
About The Position
As part of the EUS team at SFM, the End User Support Technician is responsible for directly supporting users in the NYC office, as well as indirectly supporting the offices across the globe. The End User Support Technician will work closely with the Systems, Cloud, Desktop Engineering, and Cyber Security teams in assisting to troubleshoot and ensure end user system and application reliability but also rolling out both desktop and other infrastructure projects. The role requires quick thinking and excellent troubleshooting skills to be coupled with the ability to provide a consistently high level of customer service, against a well-established and diverse suite of technology consisting of the full Microsoft stack, various cloud and SaaS solutions, and a variety of management and administration tools.
Requirements
- Experience with supporting any Microsoft technologies including Microsoft Office apps, Windows 10/11, Teams, OneDrive.
- Excellent written and oral communication skills along with collaborative team skills are required.
- Basic troubleshooting skills and mindset, with the ability to identify problems and suggest relevant meaningful resolutions.
- Basic understanding of networking concepts (Wi-Fi, VPN, IP addresses) and common troubleshooting logic (isolate the variable, reproduce the issue, check the simplest explanation first)
Nice To Haves
- 1-2 years in a Microsoft-based end user support role preferred (can include internship experience).
- Bachelor’s degree in computer science or other relevant fields preferred.
- Experience in any automation, scripting languages, or PowerShell basics a plus.
- Prior internships or experience in Finance or trading environments, or retail experience a plus.
Responsibilities
- Ensure that customer inquiries are handled promptly and effectively and that customer issues are resolved in a timely and satisfactory manner.
- Troubleshooting all end user hardware issues, including desktops, laptops, mobile, and any other related devices, both in the office and at home.
- Maintain and support telephony, conference room setups, and printers.
- Log all work clearly and consistently in our ticketing system, including steps taken and resolution.
- Inventory and record keeping of all applications and desktop hardware.
- Maintain adherence to our existing change control and documentation process.
Benefits
- Discretionary year-end bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
