Desktop Engineer - DSS - Experienced Hire
Susquehanna International Group Dublin, Ireland
Overview
As the Desktop Support Engineer, you will join our existing Client Triage Services team who are responsible for supporting all teams in Susquehanna's Dublin office. This is a very demanding and varied environment that covers all windows desktop issues, PC builds, software installs, and peripherals (keyboards, monitors, etc.). This role involves working in an energetic, dynamic, and fast-paced environment providing full support for all teams in Dublin. You will display a strong technical ability in making critical support judgments while working under pressure. You will work closely with additional Technology teams in Dublin, London, Philadelphia, and other third-party support organizations. All members of the team will participate in early morning and late evening shifts and may also be required to support out-of-hours work where required.
Once in the role you will:
* Provide 1st and 2nd level support - working closely with the software development teams and system architects to provide essential primary support for all desktop software and hardware systems - using tools such as SCCM, Jira, Confluence, Splunk, Check_MK, and Wireshark.
* Manage, address, and solve complex queries via the ticketing system.
* Continuously evaluate and improve support procedures, development, and implementation of required/agreed tools and associated runtime environments.
* Interact with various internal IT support functions to troubleshoot and resolve problems as they happen.
* Liaise with technology teams in the US and/or external vendors as required.
* Maintain our Knowledge Base and ensure all relevant run books are up to date.
What we're looking for
* 3 years+ providing desktop support for software and hardware systems.
* Ability to lead and mentor a team would be beneficial.
* Strong working knowledge of peripherals, printers, and graphics cards.
* Hardware experience (KVM switches, multiple screens setup {4x 4k screens}, ability to replace components such as graphics cards, CPUs, etc.).
* Trading user or Development support experience is beneficial.
* Excellent working knowledge of Windows desktop OS Windows 7 64-bit / Win 10 64-bit.
* Ability to monitor and diagnose Desktop issues.
* Ability to make changes to the system registry for configuring the Windows operating system.
* PowerShell scripting would be an advantage.
* Experience working with SCCM would be an advantage.
* Advanced knowledge of O365 products.
* Strong knowledge of Active Directory.
* BSc in a technical discipline or equivalent experience.
Personal Skills
* Ability to work under pressure and meet tight deadlines.
* Self-motivated and creative.
* Strong communication skills (written and verbal).
* Excellent attention to detail.
* Ability to work well on own initiative or as part of a team.
* Excellent time management, organization, and prioritization skills.
* Excellent interpersonal skills.
* Flexibility - all members of the Helpdesk team participate in early morning shift rotations.
* Desire to learn and improve skills and knowledge.
Susquehanna is an equal opportunity employer. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruitment process, please contact us.
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