End User Service Support Engineer

End User Service Support Engineer

The End User Service Support Engineeris responsible for providing quality support services to the various groups in a fast pace financial company. This requires the ability to handle various problems with expertise and exceptional judgment while working with end-users. You will be part of a wider global team, so should be self-motivated, able to work independently where required to achieve results.

Principal Responsibilities

• Deliver high-quality support to end-users in a courteous professional manner
• On-boarding of regional teams, including home setups.
• Support desktop technology and applications.
• Respond to calls/tickets and manage issues until resolution even if escalated to another team
• Knowledge and troubleshooting skills in the Microsoft Windows OS, Linux OS (advantageous), Microsoft Office Suite including O365, Market Data applications, Mobile computing, printers to name a few.
• Strong analytical and problem-solving skills, ability to work independently and under pressure
• Flexible in approach, and comfortable dealing with ambiguity when necessary

Qualifications/Skills that would be advantageous

• Experience working at a financial enterprise level
• Experience in trade floor support including trading applications
• Must be familiar with PC hardware/software troubleshooting and deployment practices for desktops
• Citrix VDA infrastructure support including Dell Wyse Terminals
• Citrix Applications and Desktops support
• Effectively provide support to remote locations
• Comprehensive knowledge of Windows 10, Windows 11 and Microsoft Office 2021/365
• Broad understanding of mobile tech including Blackberry BES12, Intune, Android and IOS devices
• Cisco phone support
• Webex/Zoom support including Video calls, screen sharing
• Experience working with 3rd Party Vendors
• Excellent written and verbal communication in both Japanese and English
• Excellent in building relationship with local business stakeholders
• Customer service focused