Hi,
We have an urgent job opening for IT Desktop Support Engineer______ San Fransico, CA (Onsite) Please send the updated resume if you find comfortable for this position.
Job Title:- IT Desktop Support Engineer
Location: San Fransico, CA (Onsite)
Duration:- Long term Contract
Job Description:-
Key Responsibilities
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.
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.
ITSM Process Excellence
- Manage incidents and service requests via tools such as ServiceNow / 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.
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.
- Support 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
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/macOS desktop support and endpoint troubleshooting skills
- 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
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
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.
Thanks & Regards
Rajnish Kumar
Sr. Technical Recruiter
Contact NO:-
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