Overview
As the Desktop Support Engineer you will join our existing Client Trading Support team who are responsible for supporting trading teams in Susquehanna's Dublin office. This is a very demanding and varied environment that covers (among other areas) all windows desktop issues, PC builds, software installs, troubleshooting 3rd party and inhouse built applications issues, working on Dublin and global projects.
This role involves working in an energetic, dynamic and fast paced environment providing full support for trading teams in Dublin. You will display a strong technical ability in making critical support judgements while working under pressure. Working closely with additional Technology teams in Dublin, London,Philadelphia and other 3rdparty support organisations. All members of the team will participate in early morning and late evening shifts, and may also be required to support out of hours work where required.
Once in the role you will:
* Provide 1stand 2nd level support – working closely with the software development teams and system architects to provide essential primary support for all desktop software and hardware systems – using tools such as SCCM, Jira, confluence, splunk, Check_MK and wireshark
* Experience managing, addressing and solving complex queries via ticketing system
* Continuous evaluation and improvement of support procedures, development and implementation of required/agreed tools and associated runtime environments
* Interact with various internal IT support functions to troubleshoot and resolve problems as they happen
* Liaising with technology teams in the US and/or external vendors as required
* Maintain our Knowledge Base and ensure all relevant run books are up to date
What we're looking for
* 3 years+ providing desktop support for software and hardware systems
* Ability to lead and mentor a team would be beneficial
* Strong working knowledge of peripherals, printers, graphics cards
* Hardware experience (KVM switches, Multiple screens setup {4x 4k screens}, ability to replace components such as graphics cards, CPUs etc)
* Trading user support experience is beneficial
* Excellent working knowledge of Windows desktop OS Win 10 64bit, Win 11
* Ability to monitor and diagnose Desktop issues
* Ability to make changes to the system registry for configuring the Windows operating system.
* PowerShell scripting would be an advantage
* Experience working with SCCM would be an advantage
* Advanced knowledge of O365 products especially MS Excel
* Strong knowledge of Active Directory
* Bsc in a technical discipline or equivalent experience
Personal Skills
* Ability to work under pressure and meet tight deadlines
* Self-motivated and creative
* Strong communication skills (written and verbal)
* Excellent attention to detail
* Ability to work well on own initiative or as part of a team
* Excellent time management, organization and prioritization skills
* Excellent interpersonal skills
* Flexibility – all members of the Helpdesk team participate in early morning shift rotations
* Desire to learn and improve skills and knowledge
Susquehanna is an equal opportunity employer. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruitment process, please contact us.
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