Service Desk Engineer

New York, NY

Post Date: 11/03/2016 Job ID: RBS-1656 Job Category: IT Support

The Service Desk Engineer provides quality professional support to the internal user community. This includes the deployment and troubleshooting of all hardware, operating systems and applications. This position is responsible for receiving and responding to customer problems received via the ticketing system, phone and email.


  • Resolve support requests for end users
  • Ability to prioritize in a fast moving environment
  • Troubleshoot network hardware and software, working with 3rd party hardware vendors and suppliers on root cause analysis and resolution.
  • Schedule and perform network maintenance, repair, and upgrade tasks as needed while limiting the impact on the production network
  • Responsible for first response to monitoring systems alarms, and works to stabilize impact as quickly as possible across the network
  • Perform hardware and software system configuration, maintenance, performance upgrades and troubleshooting of workstations, laptops, mobile devices and printers.
  • Assist with Cisco IP phones and British Telecom (BT) trading turret maintenance.
  • Support telephony adds, moves and changes as required
  • Upgrade, support, and troubleshoot network equipment (core switches, VoIP, Firewalls, NetScaler etc.)
  • Build, Administer, and maintain physical and virtual servers
  • Support Outlook 2010/2013 on an MS Exchange 2013 Email system.
  • Install, configure, and document various software packages
  • Maintain workstations and servers: patches, virus updates and performance tuning.
  • Configure and troubleshooting Mobile Devices, MobileIron, and BES.
  • Administer DNS, DHCP, Group Policy Objects, Active Directory, and permissions
  • Provide training to staff for new hardware/software/procedures
  • Support Market Data applications and infrastructure (Bloomberg, TradeWeb, Thompson One,Factset, etc.) and related add-ins.
  • Assist internal customers by providing Audio/Video Conference support
  • Perform system builds using LANDesk and Acronis
  • Interact with vendors to facilitate repairs of hardware, i.e. printers, laptops and desktops
  • Perform daily system monitoring, verifying the integrity and availability of all hardware/virtual workstation and server resources
  • Bachelor Degree preferably in an IT related field
  • Minimum 3 years IT experience providing desktop support in a Windows and MAC environment, preferably in the financial services industry.
  • Knowledge of Networking: Including VoIP, Cisco infrastructure and BT Turret system
  • Strong problem solving and logical troubleshooting skills
  • Ability to prioritize and manage multiple tasks/issues/projects concurrently
  • Excellent customer service, experience providing white glove service to executives and VIPs
  • Strong technical experience with Wintel technologies: Windows 7, Windows server 2008/2012 and Mac OS
  • Active Directory and all related technologies including TCP/IP, DNS, DHCP, GPO
  • Strong Knowledge of VMWare administration
  • Microsoft Office Suite, Outlook 2010/2013, and Exchange
  • Mobile devices including: Blackberries, IPhones, IPad
  • Outstanding attention to detail and strong organization skills.
  • Strong written and verbal communication skills.
  • Be available to travel to alternate business sites as needed.
  • Work on weekends and beyond normal business hours when required.
  • This position will be part of a shift rotation. (The shifts are 7am-3pm, 9am-5pm and 11am-7pm)



  • Cisco Networking Skills- Routing/Switching
  • Cisco VoIP skills
  • Cisco ASA Firewall Skills
  • Juniper SSL VPN Skills
  • Experience with LANDesk Service Desk and Management Console
  • Experience with JIRA ServiceDesk
  • Knowledge of SharePoint administration.
  • Knowledge of scripting technologies. (VBScript and/PowerShell preferred)
  • Exchange 2010 Administration
  • MCITP, A+, network+ certifications a plus

Gregg Chaillet
Recruiting Manager

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