End User Service Support Engineer

End User Service Support Engineer

The End User Service Support Engineer is responsible for providing quality support services to the various groups in a fast-paced financial company. This requires the ability to handle various problems with expertise and exceptional judgment while working with end-users. You will be part of a wider global team, so should be self-motivated and able to work independently where required to achieve results.

Principal Responsibilities

1. Deliver high-quality support to end-users in a courteous professional manner.
2. On-board regional teams, including home setups.
3. Support desktop technology and applications.
4. Respond to calls/tickets and manage issues until resolution, even if escalated to another team.
5. Knowledge and troubleshooting skills in the Microsoft Windows OS, Linux OS (advantageous), Microsoft Office Suite including O365, Market Data applications, mobile computing, and printers.
6. Strong analytical and problem-solving skills, with the ability to work independently and under pressure.
7. Flexible in approach and comfortable dealing with ambiguity when necessary.

Qualifications/Skills that would be advantageous

1. Experience working at a financial enterprise level.
2. Experience in trade floor support including trading applications.
3. Familiarity with PC hardware/software troubleshooting and deployment practices for desktops.
4. Citrix VDA infrastructure support including Dell Wyse Terminals.
5. Citrix Applications and Desktops support.
6. Effectively provide support to remote locations.
7. Comprehensive knowledge of Windows 10, Windows 11, and Microsoft Office 2021/365.
8. Broad understanding of mobile tech including Blackberry BES12, Intune, Android, and iOS devices.
9. Cisco phone support.
10. Webex/Zoom support including video calls and screen sharing.
11. Experience working with 3rd Party Vendors.
12. Excellent written and verbal communication in both Japanese and English.
13. Excellent in building relationships with local business stakeholders.
14. Customer service focused.