Application Support Manager

Application Support Manager - Expert

Job Summary: Talent Software Services is in search of an Application Support Manager for a contract position in New York, NY. The opportunity will be for six months with a strong chance for a long-term extension.

Position Summary: Join our team in the heart of New York City, where you will be at the forefront of supporting cutting-edge technologies in a dynamic and fast-paced environment. As an expert in Application Support Management, you will play a crucial role in ensuring the seamless operation of our systems and providing top-notch service to our users.

Primary Responsibilities/Accountabilities:

• Installation, troubleshooting, and support for Windows 7/10/11, MAC OS, MS Office 365 suite, OneDrive, MS Teams, and other Investment & Corporate Banking / Trading applications.
• Imaging/Re-imaging of corporate and BYOD end user systems utilizing SCCM platform based on Service Now-approved tickets.
• Provide technical and troubleshooting support on mobility devices such as Android/iOS/iPhone/iPads, and Mobile Device & Application Management.
• Support for Imaging devices (print/scan/copy/fax) at the site.
• Internal move/add/change support, including large-scale/bulk office moves and re-stacking activities.
• Provide White Glove VIP/Concierge Services, Home/Remote support to end user community.
• Conduct IT orientation and training for new employees on existing systems and software.
• Coordinate end users’ issues with Level 3 Server/Network support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide Smart Hands and Eyes Support for servers, network, and security devices in remote site locations.
• Accurate and timely logging of customer incidents/services requests in Service Now to meet service level agreements (SLA).
• Support all End User Device Lifecycle Management activities.
• Maintain appropriate IT equipment inventory and sparing requirements.
• Maintain Asset Management tools that support automatic discovery, facilitate effective device deployment, and provide a common view of user’s information.
• Provide “value added” end user consultation for short “how to questions”.
• Perform end-user related audit/compliance/security controls.
• Break-fix support for laptops, desktops, tablets, and associated hardware peripherals with 3rd party vendors for warranty repair/replacement.
• Provide on-call support if required outside business hours on a rotational basis.
• IT end user support for disaster recovery and emergency response activities in emergency situations at the local site.
• Basic AV and conference room and meeting setup service during business hours and as requested.
• Follow standard ITIL best practices for tickets, service requests, and change/records and device management.
• First line support for business/market data applications such as Bloomberg, FactSet, etc., and escalate to application teams for more complex issues.
• Support and answer calls on AWS Connect & IPC voice support.

Qualifications:

• 4-year degree in a related field.
• 5 years of working knowledge of Microsoft Windows operating systems, Active Directory, and group policies.
• 5 years of hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN troubleshooting network issues.
• 3-5 years of IT End User Trade Floor experience in a leading financial firm.
• Experience with Mobile Device Management Platforms (Intune, AirWatch, Mobile Iron, etc.) is a plus.
• Experience supporting market data applications such as Bloomberg, FactSet, Reuters, etc.
• Understanding of troubleshooting hardware-related issues.
• Experience in a Managed Services Provider is a plus.
• BS/BA in Computer Science, Information Technology, or equivalent hands-on experience.
• Excellent verbal and writing skills.
• Ability to liaise confidently with internal/external stakeholders of various seniority.
• Comfortable in a fast-paced environment and able to pivot when necessary.
• Adaptable to new processes and open to learning new skill sets.