End User Services Engineer

The Impact You Will Have

The role of End User Services Associate will be responsible for providing 1st & 2nd line support to DTCC employees globally.

The Senior End User Services Associate will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLAs. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD), DTCC virtual infrastructure and Printers.

Your Primary Responsibilities

• Provide 1st & 2nd line support to DTCC employees globally.
• Work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLAs.
• Troubleshoot technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion.
• Escalate support incidents to the relevant 3rd Line teams.
• Deliver the highest level of technology service to VIPs of the Firm, including the external board members, management committee and all members of the C-Suite.
• Serve as a single point of contact, communication and coordination for any technology issues, requests and questions senior management may have.
• Understand the various technology resources available to senior managers and be able to speak to the benefits and drawbacks to each.
• Liaise with other teams in order to research, understand and implement standard and non-standard solutions.
• Provide offsite support when required.
• On-call rotation during off-hours to cover Executive Service coverage.

Qualifications

• Minimum of 4 years of related experience
• Bachelor's degree preferred or equivalent experience
• Technical capability to diagnose and determine root cause
• 3 years experience supporting MacOS
• Experience using Zscaler, Trellix Encryption and Antivirus
• Advance knowledge of Virtual Desktop Infrastructure (VDI), Virtualization (VMware\Citrix), vSphere Client support
• Windows workstation and operating system support including working knowledge of Microsoft Office 365 suite
• Excellent knowledge of desktop/laptop and mobile devices (Apple mobile/Android devices / Microsoft Intune Administration, iPhones, iPads, Macs) including enterprise deployment and support
• Excellent verbal and written communications skills
• Support experience in a complex environment
• Experience in the Financial industry is a plus
• ServiceNow and SCCM experience is a plus
• AI experience is a plus

Pay And Benefits

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).