Senior Technician

Fitch Group is a leading, global financial information services provider delivering vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets. With over 100 years of experience and colleagues in over 30 countries, Fitch Group’s culture of credibility, independence, and transparency spans Fitch Ratings (one of the world’s top three credit ratings agencies) and Fitch Solutions (a leading provider of insights, data, and analytics). Dual headquarters in London and New York; owned by Hearst.

The Technology & Data Team is a dynamic department where innovation meets impact, encompassing the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology Risk, and the Executive Program Management Office (EPMO). Recognized by Built In as a “Best Place to Work in Technology” for three consecutive years, the team leverages cutting-edge technologies like AI and cloud solutions to drive projects that matter to the organization and its clients.

About the Role

The Fitch Group Global Service Desk is a fast-paced, diverse, and customer-service-driven team providing 24x5 IT support to over 6,000 users globally.

Responsibilities

• Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document—driving tickets to closure with a strong focus on root cause and quality.
• Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tooling, and corporate applications.
• Diagnose and resolve complex issues across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), endpoint management (Intune and SCCM), and Video Conferencing (Cisco).
• Perform structured troubleshooting using logs, system tools, event viewer, device management portals, and known error patterns; identify recurring issues and propose fixes.
• Escalate effectively and manage escalations: ensure the right technical detail is captured, coordinate with escalation teams, and maintain ownership until resolution.
• Improve the Service Desk by contributing to knowledge articles, standard operating procedures, and coaching peers on repeat issues and best practices.
• Deliver efficient onboarding/offboarding with a focus on day-one readiness, access provisioning, device readiness, and a smooth user experience.
• Keep users informed through clear, timely updates—translating technical detail into business-friendly language.
• Participate in a shared on-call rotation to provide weekend support, ensuring continuous coverage for our global user base.

Requirements

• 2+ years’ experience in a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility.
• Strong working knowledge of Windows 11 and macOS support in an enterprise environment (plus iOS support).
• Confident troubleshooting Microsoft 365 (Teams, OneDrive sync issues, Outlook profile/authentication, permissions/sharing, add-ins).
• Experience with endpoint management concepts and tooling (e.g., Intune, device compliance, app deployment, profiles/policies).
• Comfortable using an ITSM tool (e.g., Jira Service Management) with strong ticket hygiene: categorization, prioritization, documentation, and SLA awareness.
• Excellent communication skills with the ability to lead the user through resolution and set expectations clearly.
• Willingness and availability to participate in an on-call rotation.

Skills

• Experience supporting executive/VIP users in a corporate environment.
• Hands-on macOS management/troubleshooting with Jamf (policies, profiles, inventory, app deployment).
• Exposure to identity/access concepts (e.g., SSO/MFA, account lockouts, access groups).
• Familiarity with security tools (Zscaler, CrowdStrike), phishing awareness, and handling access/data requests appropriately.
• ITIL certification (or strong practical knowledge of incident/request/problem management).
• A track record of reducing repeat incidents via knowledge creation and trend analysis.

Benefits

• Hybrid Work Environment: 4 days a week in office required based on your line of business and location.
• Culture of Learning & Mobility: Dedicated trainings, leadership development, and mentorship programs.
• Retirement planning and tuition reimbursement programs.
• Comprehensive healthcare offerings covering physical, mental, financial, social, and occupational wellbeing.
• Supportive Parenting Policies: Generous global parental leave plan and family-friendly policies.
• Inclusive Work Environment: Employee Resource Groups that unite and empower colleagues globally.
• Dedication to Giving Back: Paid volunteer days, matched funding for donations, and community volunteer opportunities.

Pay

Expected base pay for New York roles is between $80,000 - $85,000 per year. Actual salaries will be determined on an individualized basis and may vary based on factors including education, training, experience, past performance, and other job-related factors. Base pay is one part of Fitch’s total compensation package, which may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits.