End User Support Engineers - L1 SupportOmni Inclusive • New York, NY, United States
End User Support Engineers - L1 Support
Omni Inclusive • New York, NY, United States
30+ days ago
Job type
- Full-time
Job descriptionCustomer Interaction Remote Assistance Escalation Management Have a clear understanding of the escalation and Major Incident processes and your role within this. Collaboration Hardware troubleshooting Documentation Solid technical desktop support experience, within a financial services organization (Trading / Broking Floor) Experience with SCCM, Active Directory, Office 365, Microsoft Windows (10 / 11) and Apple MAC Operating Systems Experience with Market Data Systems (e.g. Bloomberg, LSEG, ICE) Experience with Audio and Video Conferencing technologies (e.g. Cisco / Webex / MS Teams) Experience with OKTA or similar MFA technology Understanding of TCP / IP, DNS and Internetworking Technology Ability to identify, manage and resolve issues in a timely manner Respond to end users requests effectively and communicate with them at all times Ability to work independently and as part of a team Excellent problem solving skills Time management Strong communication and interpersonal skills Ability to manage multiple tasks and priorities Ability to work under pressure in a fast paced environment whilst remaining calm Familiarity with ITSM practises and principles Familiarity with AWS workstations Solid experience with ServiceNow ITIL framework knowledge Familiarity with PowerShell scripting knowledge BYOD and Corporate mobile configurations using Intune Industry certifications such as Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel or ITSM products Shift rota basis Occasional Bank holiday / weekend working requirement Occasional Support at other London offices.
End User Support Engineers - L1 Support
Role Responsibilities
- Diagnosis and Resolution
Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.
Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.
Utilize remote desktop tools to provide support.
Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution.
Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.
Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.
Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.
Experience / Competences
Essential
Desired
Special Job Requirements :
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End User Support • New York, NY, United States
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