Senior System Operations Engineer - Trade Support

Wells Fargo•New York, NY

3d•$50 - $81•Onsite

About The Position

Wells Fargo is seeking a Senior System Operations Engineer to join our End User Support team supporting Markets Traders and Investment Banking groups. You will be responsible for providing platinum-level, 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+ years of Experience supporting cloud-based telephony and collaboration platforms, including Cloud9, Teams Phone, and related voice technologies. Ability to troubleshoot voice connectivity, user provisioning, trading turrets, and call quality issues in a fast-paced environment
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
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