Branch Support Specialist

A Branch Support Specialist is responsible for providing technical support for hardware and software issues and requests to end users at branch locations. The role requires a diverse skill set, including frontline technical support, local project coordination and delivery, escalation support for major incidents, and collaboration with Network Services and Escalation teams to resolve complex issues locally.

Branch Support Specialists may either be dedicated on-site to a specific branch location or dispatched based on expertise and proximity to the site requiring support.

Required Qualifications

• On-site Branch Support Specialists in Metro Campuses must support all buildings within the Metro Campus.

• Bachelor’s degree or foreign equivalent from an accredited institution required.
  In lieu of a degree, three years of progressive experience in the specialty will be considered for each year of education.

• IT support experience within a Financial Services or Brokerage firm is preferred.

• Strong organizational skills with the ability to manage multiple tasks simultaneously.

• Proven troubleshooting skills with a strong commitment to incident resolution.

• Experience with Microsoft Office products and general office computing tools.

• Excellent communication, interpersonal, and customer service skills.

Primary Responsibilities

• Software installation.

• Troubleshoot, repair, and maintain software applications and infrastructure.

• Handle escalations from the helpdesk for application support, including in-house, third-party, and market data applications.

• Provide support for operating system drivers, software, and firmware.

• Support users with home connectivity and work-from-home setups (firm-issued or personal laptops with virtual machines).

• Ensure adherence to client policies and procedures.

• Create and maintain support documentation.

• Collaborate with local and global support teams across multiple platforms.

• Record and manage all incidents and requests in the ticket-tracking system.

• Proactively inform management of trends, significant issues, and expected delays.

• Participate in a rotating on-call schedule for after-hours and weekend support.

• Stay current with technology and participate in relevant training programs.

• Be responsive across multiple communication platforms including email, Microsoft Teams, Symphony, Jive, etc.