IT Incident Technician - mid-town Manhattan, NY

Merge IT•Manhattan, NY

9d•Onsite

About The Position

This is a challenging role that provides extensive opportunities for learning new technologies, making new contacts throughout IT globally, influencing the way the IT department operates, and interfaces closely with senior IT Management. Incident Management is the key function of the role but will include other responsibilities. You are expected to work under pressure and on tight timescales. The job entails sitting as well as working at a computer for extended periods of time. You should be able to communicate by telephone, email or face to face.

Requirements

Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
2+ years of IT Support experience, ideally with a Financial Services or Brokerage Firm (not required).
Strong organizational skills – the ability to effectively manage multiple tasks simultaneously.
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
Excellent communication, interpersonal and customer care skills.

Responsibilities

Troubleshoot, repair, and maintain software applications & infrastructure.
Software installation.
Escalation from helpdesk for application support including in-house, 3rd party application sand market data applications.
Provide support for operating system drivers, software and firmware.
Provide support to users for home connection and work from home set up Firm issued laptop or personal laptop + virtual machine.
Ensure client policies and procedures are followed, communicated, and adhered to.
Create and maintain support documentation.
Interacting with other support groups (local and global) within the firm across multiple platforms.
Record and manage all incidents and requests in ticket-tracking system.
Proactively inform management of trends, significant problems and expected delays.
On-call – Participate in rotating schedule providing afterhours and weekend support.
Take initiative to stay current on technology and participate in training programs.
Be proactively responsive to multiple mediums of communication platforms such as email, Microsoft Teams, Symphony, Jive, etc.