Tech Support Engineer

About the role

Millennium is a global, diversified alternative investment firm founded in 1989. Our Information Technology organization supports the firm's active, multi-manager business model with flexible, scalable technology and advanced proprietary systems.

Responsibilities

• Deliver high-quality technical support to employees via phone, email and in person, ensuring reliable helpdesk and phone coverage
• Manage daily helpdesk operations in ServiceNow, including incident and problem workflows, ticket oversight and timely resolution
• Create and maintain technical documentation and contribute to knowledge sharing across the team
• Identify service gaps and process inefficiencies, and drive automation and continuous improvement initiatives that enhance the end-user experience
• Triage and escalate high-priority issues appropriately, using strong judgment in a fast-paced support environment
• Contribute to and lead local, regional and global IT projects while supporting the broader Technical Support and End User Services team

Requirements

• Bachelor’s degree in Computer Science or a related field
• 5+ years of enterprise-level technical support experience, ideally within financial services and including trade-floor support
• Strong analytical and problem-solving skills, with experience using PowerShell, Python or other scripting languages
• Familiarity with AI prompting and AI agents for automation or decision support; experience with Claude Code and Copilot is a plus
• Deep knowledge of Microsoft Windows, Windows infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, Citrix, modern authentication and printing technologies
• Solid understanding of PC hardware, mobile technologies including Microsoft Intune, Android and iOS, and collaboration tools such as Webex, Zoom and Teams
• Excellent written and verbal communication skills, with a methodical approach to troubleshooting and a strong focus on service quality
• A proactive, team-oriented mindset with strong time management skills, adaptability under pressure, and willingness to provide night, weekend, on-call and light travel coverage