Senior System Operations Engineer (Trade Support)

Wells Fargo•Charlotte, NC

6d•Onsite

About The Position

Wells Fargo is seeking a Senior Systems Operations Engineer (Trade Support) in Technology as part of Infrastructure and End user Services (IES) Group, supporting Markets Traders and Investment Banking groups. You will be responsible for providing white glove, end-to-end desktop and voice support to Trading Floor employees and Investment Bankers by analyzing client needs and determining the impact on the client and systems environment. You will participate in the planning, installation, and troubleshooting of new or modified desktop hardware, software, applications, and operating systems to meet client requirements.

Requirements

4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
3+ years of experience providing enterprise-level desktop support, including analysis and resolution of moderately complex desktop support issues requiring in-depth review.
1+ years of experience supporting and administering Microsoft Intune or Microsoft Entra ID (Azure AD).
1+ year of experience supporting cloud-based telephony and collaboration platforms
1+ years of experience supporting Cloud PC, VDI, or virtual desktop environments.

Nice To Haves

4+ years of experience supporting desktop and laptop hardware configurations for Dell, HP, and Lenovo, including diagnosis of failed components across various hardware platforms.
Ability to troubleshoot voice connectivity, user provisioning, trading turrets, and call quality issues in a fast-paced environment.
Experience supporting and administering Microsoft Intune and Microsoft Entra ID (Azure AD), including device enrollment, compliance policies, application deployment, Conditional Access, Multifactor Authentication (MFA), endpoint security, and endpoint troubleshooting.
Strong knowledge of Windows 11, Microsoft 365, and enterprise desktop support in a large-scale environment.
Knowledge of technology support, including printer configuration, maintenance, and repair.
Strong analytical skills with a high level of attention to detail and accuracy.
Excellent verbal, written, and interpersonal communication skills.
Experience with scripting, automation, and AI-powered tools.
2+ years of ServiceNow experience.
1+ year of experience with encryption technologies.
Expert-level support experience with the Microsoft Office suite.
Experience supporting Apple products.
Experience with desktop network connectivity diagnostics and troubleshooting, including Wi-Fi.
Experience troubleshooting software and application issues.
Knowledge of remote access technologies.
Experience supporting an Active Directory-integrated environment.
Working knowledge of Windows command-line tools and PowerShell.
Exposure to a Trading Floor environment.
Experience supporting Market Data applications.
Fundamental knowledge of cloud computing concepts.
Experience supporting IPC cloud-based voice applications and related trading-floor voice platforms.

Responsibilities

Lead or participate in initiatives and projects and act as a subject matter expert on issues escalated from Operations internal alerts, Help Desks, Support Groups, and other departments.
Improve deployment processes, tools, architecture, design, day-to-day technical support, scheduling, and governance models.
Direct the daily Risk and Control flow of operations, focusing on policies, procedures, and work standards to ensure success while driving continuous service improvement.
Analyze moderately complex technology operations issues that require in-depth review and contribute to the resolution of complex issues.
Partner with others to deliver technology operations initiatives while leveraging a solid understanding of policies and procedures.
Collaborate with management and team members to answer questions and resolve problems.
Provide activity, progress, and status reports to management and communicate critical issues in a timely manner.
Provide accurate problem identification, ticket documentation, customer communication, and vendor engagement.
Contribute to planning activities related to technology operations projects and deliverables.
Execute and oversee production deployments, including but not limited to starting and stopping jobs, updating processing tables, and developing scripts.
Plan, design, document, and enforce escalation policies and procedures.
Troubleshoot and triage job failures and work closely with Application Development, Production Support, and vendors to drive root cause identification and resolution.
Mentor and provide guidance to junior team members.