(T) Desktop Support Specialist- MOT ITS Philadelphia – Permanent recruitment
Macquarie Group (Macquarie) is a global provider of banking, financial, advisory, investment and funds management services. Founded in 1969, Macquarie operates in over 28 countries and employs more than 15,000 people. Assets under management total more than $A327 billion. Macquarie's main business focus is making returns by providing a diversified range of services to clients. Macquarie acts on behalf of institutional, corporate and retail clients and counterparties around the world.
Market Operations and Technology
Activities: Market Operations and Technology (MOT) provides technology and market operations to Macquarie's businesses.
The Technology Division is responsible for the management of Macquarie's technology infrastructure, the support and development of existing business systems and the delivery and deployment of new systems, technologies and services. It comprises business aligned teams which provide dedicated and specialist services to businesses as well as central teams which provide shared services, such as infrastructure, to multiple businesses.
Technology plays a critical role within Macquarie and ITG provides each business unit with a dedicated account team that works closely with that business to understand its particular technology needs.
The Americas Infrastructure Technology Services (ITS) team is responsible for managing the IT infrastructure in North and South America. They work closely with other ITS teams globally. We are seeking an experienced Desktop Specialist to join our Americas Business Infrastructure Management (BIM) team. The Americas BIM team works alongside the businesses in the region and acts as a liaison point for other ITG teams
This role is Philadelphia based. The primary responsibilities of this challenging position will be to provide effective first and second level support for the Americas MFG business based in Philadelphia at the Macquarie Delaware Investments headquarters location.
Responsibilities
- Provide tier 2 desktop support services to a business unit composed of 600 staff located across 4 offices and a significant home office component.
- Daily interaction with local and remote users via face-to-face, phone, email and instant messenger. Includes physical collocation with the user community on a rotating basis.
- Daily interaction with offshore tier 1 support organization.
- Daily / weekly interaction with offshore and onshore tier 3 support teams in functional technology areas such as Wintel, Unix, Networking and Security Operations.
- Advocacy for user needs and prioritization to the tier 1 and tier 3 support teams, while at the same time, maintaining a positive, collaborative relationship with those remote IT teams.
- Daily collaboration with collocated tier 2 application support team to ensure seamless IT support to user community.
- Project work as needed. Includes ad-hoc data center activities (server decommissions, support for vendor maintenance of equipment).
- 5% travel to provide onsite IT support to users at remote offices: Boston, New York, San Francisco.
- After hours / weekend work as needed.
Desired Experience or Skills
- Experience in a financial services / trading floor environment
- Experience providing IT support to remote users via phone, email, chat and Remote Assistance tools.
- Strong analytical skills.
- Ability to work in a fast paced and challenging environment while maintaining a positive, user-friendly attitude.
- Experience working with a ticketing tool (Remedy, Service Center, etc...).
Infrastructure Technologies that are directly or indirectly supported from this role:
- Dell PCs and laptops
- Windows XP and Windows 7
- Microsoft Exchange, Active Directory, File Server, Print Server
- Blackberry device and server
- Cisco VoIP and IPC Dealer Phones (turrets)
- Remote access
- Basic LAN networking including wired and wireless support
Application Technologies:
- Market Data feeds: Bloomberg, ThomsonOne
- Trading applications: ITG MacGregor, ECNs such as BIDS and Liquidne
- Microsoft Office 2003, 2007, 2010 user administration
Excellent client service and communication skills. This role is directly exposed to high level clients on a daily basis and a professional, mature approach is required.
- Ability to work within a team and establish strong working relationships.
- Experience working in Desktop Team Leadership roles would be beneficial.
- Possess a strong sense of ownership, accountability and flexibility.