support engineer

Millennium

Responsibilities

• Provide high-quality technical support to end-users in a courteous and professional manner.
• Define and drive opportunities to improve services using AI technologies and stay updated on AI developments.
• Assist in daily helpdesk operations, always ensuring adequate phone coverage.
• Identify high-priority issues and handle them as per the escalation process.
• Maintain oversight of the daily incident queue, ensuring that tickets are assigned and processed with minimal delay.
• Contribute to the creation and maintenance of technical documentation and share knowledge within the team.
• Be an active member of the team; identify gaps and opportunities for improvements and suggest changes to processes and procedures.
• Assist in automating processes within Infrastructure.
• Contribute to IT projects locally, regionally, or globally, and support the wider team in its daily activities by exhibiting professionalism and technical know-how.

Who You Are

• Energetic, enthusiastic, and proactive, with a positive attitude.
• A team player who works well in a busy team environment and collaborates effectively with others.
• Strong interpersonal and communication skills, with the ability to deal with customers tactfully and diplomatically.
• Excellent written and verbal communication skills.
• Organized and able to multitask, prioritize, and manage time effectively.
• Able to work independently and under pressure, quickly assessing situations and adapting accordingly.
• Analytical and detail-oriented, with an eye for process improvement.

Requirements

• 3+ years of enterprise-level experience as a technical help desk, preferably from a financial services company with trade-floor support.
• Strong troubleshooting skills with a logical, methodical, and consistent approach.
• Proficient in developing and fine-tuning AI prompts and using AI agents to automate repetitive tasks or to provide insights used to make business decisions.
• Proven ability to provide effective support to remote locations.
• Solid understanding of:
• Microsoft Windows and related infrastructure (DNS, DHCP, TCP/IP).
• Microsoft Office, Bloomberg, Citrix infrastructure, Developer Tools, and Trading Applications.
• PC hardware components and technical standards.
• Mobile technologies, including BES, Microsoft Intune and iOS devices
• Experienced in Cisco IP phone, video conferencing support using Webex and trading telephony products.
• Familiarity with ITIL best practices and processes (ITIL Certification is a bonus).