Engineer, Desktop Support

Overview

BAM is seeking a Desktop Support Engineer to provide high-touch, business-facing technology support across our Greenwich offices, trading floor, remote user base, and executives. This role is part of the front line of BAM's technology experience, responsible for resolving issues quickly, communicating clearly under pressure, and maximizing the satisfaction of our users with our end user compute offering.

The ideal candidate has strong hands-on support experience in a fast-paced financial services environment, understands the urgency of trading and investment workflows, and can troubleshoot across devices, collaboration tools, remote access, market data platforms, and core Microsoft infrastructure. This is a high-ownership role for someone who combines technical depth, service orientation, and the judgment to coordinate across Technology teams when issues are business-critical.

Responsibilities
Provide high-touch, business-facing technology support for Greenwich-based investment professionals, executives, and employees, serving as a primary support contact for front-office and business users.
Own issues through resolution, including user follow-up, coordination with other Technology teams, and documentation of root cause or resolution steps where appropriate.
Install, configure, maintain, and troubleshoot Windows 10/11 endpoints, laptops, workstations, thin clients, peripherals, and related end-user technology.
Support core enterprise technologies including Microsoft 365, Active Directory, Exchange Online, endpoint management, and identity/access-related workflows.
Troubleshoot remote access and virtual desktop technologies including Citrix, Azure Virtual Desktop, VPN, and related connectivity issues.
Support business-critical applications and market data platforms, including Bloomberg Terminal/Anywhere, FactSet, LSEG/Reuters, and similar tools.
Perform basic network and connectivity troubleshooting across DNS, DHCP, TCP/IP, wireless, VPN, and performance-related issues.
Support mobile devices and MDM platforms, including Intune, MobileIron, iOS/Android devices, and corporate/BYOD enrollment.
Support collaboration, voice, and conferencing technologies including Cisco VoIP, Webex, Zoom, Neat, Poly, and conference room systems.
Coordinate response for high-impact end-user, trading-floor, or office technology incidents, including triage, collaboration with other technical teams, escalation, stakeholder communication, and follow-up.
Use JIRA Service Management to manage incidents and service requests with accurate updates, categorization, resolution notes, and documentation.
Support onboarding, offboarding, workstation setup, moves/adds/changes, office moves, and buildout-related technology needs.
Maintain asset inventory, knowledge base articles, support standards, and secure operational practices.
Use tools such as PowerShell, BeyondTrust, SCCM, Intune, and endpoint management platforms to improve support efficiency and reduce repeat issues.
Participate in off-hours support, occasional weekend work, and travel between office locations as needed.

Qualifications
5+ years of hands-on end-user, desktop, trade floor, or technical support experience in a fast-paced enterprise environment.
Prior experience in a hedge fund, asset manager, trading firm, investment bank, or financial technology environment is strongly preferred.
Strong Windows desktop support experience, including hardware, OS, peripherals, endpoint configuration, and troubleshooting.
Experience supporting Microsoft 365, Active Directory, Exchange Online, endpoint management, and remote access technologies.
Experience with Citrix, Azure Virtual Desktop, VPN, mobile device management, and remote-user support.
Familiarity with market data, trading, and investment workflow applications such as Bloomberg, FactSet, LSEG/Reuters, and Excel add-ins.
Strong troubleshooting skills across desktop, application, hardware, network, mobility, and collaboration technologies.
Ability to communicate clearly and professionally with technical and non-technical users, including senior stakeholders and investment professionals.
Experience using JIRA Service Management, ServiceNow, or similar ITSM platforms; familiarity with incident, problem, change, CMDB, and knowledge management practices preferred.
Exposure to PowerShell, scripting, automation, SCCM, Intune, or similar tools is a plus.
Bachelor's degree in a related field or equivalent practical experience preferred.

Candidate Profile

The successful candidate will be:
Highly responsive, service-oriented, and calm under pressure.
Comfortable supporting high-expectation users in a fast-moving investment environment.
Clear and concise in communication, especially during time-sensitive issues.
Strong in follow-through, documentation, and ownership.
Technically curious, with the judgment to solve independently and escalate when needed.
Motivated to improve support through automation, standardization, and better operating practices.