Desktop Support L2
Location: Princeton, NJ or Atlanta, GA or Boston, MA or New York, NY or San Francisco, CA
Work mode: Onsite
Key Responsibilities
1 Service Delivery & Field Service Operations
Provide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams.
Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution.
Support time-critical incidents aligned to market cycles.
Take end-to-end ownership of issues, ensuring rapid resolution in high-pressure, revenue-impacting situations.
Coordinate with cross functional IT teams for priority issue resolution.
Support for back-office users and new joiner onboarding process.
2 Front Office & VIP Support
Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers.
Prioritise issues impacting market data feeds, order execution, and pricing systems.
3 ITSM Process Excellence
Manage incidents and service requests via tools such as ServiceNow or Jira with strict SLA adherence.
Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking.
Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact.
4 End-User Technology & Trading Floor Support
Install, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments.
Support multi-monitor configurations.
Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication.
Manage mobile devices and secure endpoints used for remote portfolio access.
Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms.
5 Investment Applications & Market Data Support
Provide basic L1 support for investment management applications like:
Bloomberg, Refinitiv (Reuters), FactSet, Aladdin (or similar platforms)
Order Management Systems (OMS) / Execution Management Systems (EMS)
Support Microsoft 365 and collaboration tools used for investment research and reporting.
6 Stakeholder & Relationship Management
Communicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios.
Provide real-time updates during critical incidents impacting portfolio or trading activities.
Build strong relationships with investment teams and operations stakeholders.
Ensure high user satisfaction through responsive and proactive support.
7 Continuous Improvement & Operational Efficiency
Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems.
Improve first-time fix rates for front-office issues.
Maintain and contribute to existing knowledge bases.
Support process optimisation aligned to asset management workflows.
8 GenAI Implementation
Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions.
Use AI-powered dispatch tools for optimized technician allocation.
Support automation in asset tracking and service reporting.
Drive adoption of AI-enabled deskside support tools to improve user experience.
Required Skills & Experience
1 Experience
4–8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services
Experience supporting portfolio managers, traders, and research teams
Exposure to market-sensitive, time-critical environments
2 Technical Skills
Strong Windows/Mac systems and endpoint support expertise
Multi-monitor and high-performance workstation setup
Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)
Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin)
Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI
Strong Windows desktop and endpoint support expertise
3 Process & Tools
ITSM tools such as ServiceNow, Jira or equivalent
Incident prioritisation based on investment business impact
Knowledge of SLA-driven support in financial environments
4 Soft Skills
Strong stakeholder engagement
Ability to operate in high-pressure, market-driven environments
Excellent problem-solving and decision-making skills
Clear and confident communication under pressure
High level of ownership, attention to detail, and accountability
