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Deskside on site support: Win 7/10, MAC/Apple, SW, IP phones/Blackberry, Project/rollouts/refreshes as directed by the client.
The Desktop Support Engineer is primarily responsible for the efficient and accurate support and maintenance of systems and applications used at BlackRock.
This role is part of the field services team which focuses on the direct face-to-face interaction with the business and delivery of technical solutions for all production systems bank-wide.
This is a hands-on role, responsible for independently managing incidents and service projects of varying degree, in an environment of constantly changing priorities maintaining a high level of accuracy and production.
The Desktop Support Engineer uses a broad range of industry experience, practices/procedures to provide advanced troubleshooting and experience to specialize in areas that include, but are not limited to, complex incident resolution, service project management, executive support delivery. This includes the ability to independently perform a variety of complicated tasks collaboratively with other operational teams in A&T.
The Desktop Support Engineer can recommend team-specific operational improvements such as efficiency, customer satisfaction, selection support tools, risk reduction, through reporting and metrics.
Duties are performed in accordance with established schedules and procedures, but employees have a wide degree of creativity and latitude to organize their work using service tracking tool, make adjustments and ensure proper completion and reporting of assigned tasks.
Incidents: Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone or walk up.
Includes hardware break/fix, troubleshoot software support for standard operating systems, productivity tools and utilities. May require working at remote sites and overtime.
Service Projects: Responsible for accurate evaluation and decisive planning of hardware projects, presentation requests, asset inventory & other assignments. Participation will require travel offsite and overtime, as needed.
Major Incident Handling: Provide clear diagnosis of time sensitive or high priority issues. May act as escalation point and work with other A&T resolver teams to facilitate resolution and follow up. Participate in on call support.
Communication: Provides prompt, clear and ongoing communication with end users to define clear expectations. Interact with vendor technical support to ensure effective resolution of 3rd party service. Ensure timely onsite support. Post service messages & relay updates to internal business groups. Track communications in Service tracking tool
Reporting & Metrics: Proactively maintain workload using ticketing system or other reporting tools. This includes the timely update of incidents assigned and received through alternate channels. i.e by phone, walk up or email. Perform metrics and diagnostic reporting as part of specialized support area. Partner with management to recommend, innovate and administer ways services offered can be improved to enhance customer productivity and satisfaction.
Documentation: Provides support and maintains written resolutions to frequent problems such as networks, hardware, and software applications. Document project details and escalation process to aid the Help Desk and other specialized support areas.
Acts as business advocate between customers and technology. Channel feedback from face-to-face contact to drive improved service satisfaction.
Associate degree required, four year college degree preferred and/or equivalent 10 years industry experience
Relies on extensive experience and judgment to plan and accomplish goals, as well as part of a team
Experienced with completing tasks and meeting deadlines in a fast-paced, high stress environment.
Working knowledge in MS Windows and OS X based environment.
Excellent customer service skills including ability to provide information at all levels
Wide range of working knowledge to troubleshoot hardware/software
Working experience following and creating documented processes and procedures. (proofing and updating)
Working knowledge of MS Office (strong Outlook and Excel a plus)
Knowledge of request/problem documenting and tracking skills.
Experience with VMWare products a plus
Working Knowledge with Citrix products.
Knowledge working with Audio visual
Knowledge of financial applications a plus (Bloomberg, Reuters, MarketAxess, TradeWeb, etc.) – Trade Floor experience
Working experience in the financial industry
Working Experience with Printer configuration service and support
Working knowledge of networking principles, practice and technologies.
Working Knowledge of remote control tools.
Working knowledge of Active Directory.
Working knowledge of projects management.
Executive support experience a plus.
Experience in trading support
Working experience with software distribution systems a plus (SCCM, AppV)
Working experience with BES, and EAS.
Knowledge of device/data encryption a plus
Industry standard Certifications are a plus.
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