Desktop Engineer L2

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Job Description

Job Description

Software installation.
Troubleshoot, repair, and maintain software applications & infrastructure.
Escalation from the helpdesk for application support, including in-house, third-party, and market data applications.
Provide support for operating system drivers, software, and firmware.
Provide support to users for home connection and work-from-home setup—firm laptop or personal laptop and virtual machine.
Create and maintain support documentation.
Interacting with other support groups (local and global) within the firm across multiple platforms.
Record and manage all incidents and requests in the ticket-tracking system.
Proactively inform management of trends, significant problems, and expected delays.
On-call – Participate in a rotating schedule providing after-hours and weekend support.
Take initiative to stay current on technology and participate in training programs.
Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
ITIL foundation understanding.
Experience using a helpdesk call management system.
Technical grasp of a wide range of applications, both in-house and third-party applications.