Desktop Support / L2 support / IT Incident

Roles and Responsibilities:

Responsible for resolving incidents and requests that have been escalated from Level 1.
Software installation.
Troubleshoot, repair, and maintain software applications & infrastructure.
Escalation from the Helpdesk for application support including in-house, 3rd party applications and market data applications.
Provide support for operating system drivers, software, and firmware.
Provide support to users for home connection and work-from-home setup — Firm laptop or personal laptop + virtual machine.
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 the ticket-tracking system.
Proactively inform management of trends, significant problems, and expected delays.
On-call – Participate in a rotating schedule providing after-hours 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 E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
Excellent communication, interpersonal, and customer care skills.
Ability to work under pressure and on tight timescales.
Experience using a help desk call management system.
Technical grasp of a wide range of applications both in house and 3rd party applications.
Experience in a similar role