Career Developers Hiring for Sr. Technology Desktop/Infra Support Analyst (White Glove) Job at Manhattan Full Time

Sr. Technology Desktop/Infra Support Analyst (White Glove)

Information Systems North America
Location : Manhattan, NY (3rd Avenue) – On-Site 5 days a week. – Hours will be either 8-4 or 9-4 (your choice)
Salary : up to 120K + bonus
Fully paid Medical, Dental, and Vision

• Must come out of a smaller setting where the scope of your role is wide. This person is one of 2 people supporting an office of 30+ employees.
• Must have the personality and ability to provide White Glove Technology service to high-level executives as well and all other valued employees within the company.
• Must have a strong Laptop/Desktop background. (Dell would be helpful)
• Should be strong with all types of Technology such as Cell phones, ipads, and Office365 – Outlook, Excel, Word, etc.
• Must have a Proactive attitude where you arent waiting for the work to come to you.

******Will have the opportunity to learn Windows and Linux Servers.

Overview of the Department :
The Information Systems Department is split between Applications and Infrastructure, the vacant role sits within the Infrastructure Support function. The role holder will be responsible for providing a first point of call and escalations for all IT-related issues within the North America Offices but also have the wider focus of taking and solving calls from other Baillie Gifford offices and covering the Edinburgh out-of-hours line. The role will require the individual to support the IT primary needs and resolve issues for users located within the North American region. They will ensure our systems run smoothly every minute of the day and strive to deliver a 5-star service to the users within Baillie Gifford. The work will require an individual to manage, maintain and support everything from virtualized servers, desktops, iPads and mobile devices to security, networking, hardware installation and User Administration. As well as supporting the US function the individual will be expected to interface with the main IT function based in Edinburgh, Scotland. The role will necessitate a high degree of interaction with the Edinburgh IT team to ensure awareness of Projects and Developments which will impact the US operations and the role holder will be expected to proactively optimize the experience for staff based in and visiting, the New York operation.

Purpose of Role :
This is a five-day-a-week in an office role.
Working within the New York office the individual will be expected to provide support for a broad range of hardware and software products and services. The role will focus primarily on servicing users within the local office but will also be expected to interface with the Infrastructure Service Delivery Team located in Edinburgh, Scotland and other remote offices, where there will be the opportunity to get involved in infrastructure support. The key purpose of the role is to ensure that technical issues are recorded and resolved in a timely and efficient manner and the North America users and office visitors have an excellent and consistent experience from their IT services.

Key Responsibilities :

• Provide knowledgeable 5-star technical support on-site and remote to users in the New York and remote offices at a senior level.
• Work with external vendors and internal IT to ensure that physical kit including IT infrastructure remains fully serviced and fit for purpose
• Participate in installing, configuring, optimising, and documenting systems
• Interface with Edinburgh ISD to ensure awareness and participate where appropriate in project related tasks.
• Develop and review ongoing maintenance of procedures documentation
• Proactively monitor the environment and respond to infrastructure alerts, escalating where necessary.
• Work autonomously but equally interface and collaborate well with the Edinburgh IT teams
• Monitor logged and allocated calls to ensure a high level of service provision to Baillie Gifford staff and ensure that escalation procedures are adhered to
• Responsible for creation and review of relevant systems checks and taking appropriate action.
• Issue and maintenance of laptops, mobile phones and their accessories, AV units, ensure general stock of peripheral items.
• Participate in relevant user administration, i.e. new start set up, systems overview, changes, and leavers.
• Ensure skillset evolves with the role to enable you to support the firm to a high standard.
• Act as an escalation point for end user support in the North America offices
• Comprehensive support for Windows Server and associated platforms, as well as Active Directory elements
• Ability to follow up production outages with a detailed root cause analysis document and ensure that any findings and actions are addressed to mitigate recurrence
• Work with the Edinburgh IT teams and external vendors to ensure that all project work and infrastructure maintenance is carried out with great care and due diligence to mitigate impact to the firm.
• Work on ISD related infrastructure support tasks, covering Wintel, network and desktop related tasks.

Knowledge, Skills & Experience:
Key Requirements:
Qualifications: Undergraduate Degree in Computing, ITIL Foundation

Experience and Knowledge:

• Minimum 5 years’ experience in a fast-paced 1st/2nd Line
• IT support role
• Strong skills supporting and troubleshooting Windows desktop environments.
• Strong understanding of Active Directory Administration,
• Group Policy, DNS, DHCP
• Good understanding supporting WLAN infrastructure (Meraki Preferably)
• Strong skills supporting Microsoft business product suite (i.e. Office 2016, O365, Azure)
• VDI support and troubleshooting
• Experience of supporting Apple technologies in an
• enterprise environment
• Understanding of network fundamentals
• An in-depth understanding of VMware Infrastructure
• An in-depth understanding of email flow and end to end administration & troubleshooting
• Experience with Mobile Device Management in the Enterprise for management/deployment of mobile devices (preferably Intune)
• Good understanding of monitoring solutions preferably SolarWinds.
• Good understanding of supporting Microsoft Windows Servers
• Experience supporting internal applications
• Use of tools to diagnose and troubleshoot issues with remote users
• Experience supporting financial sector (Desirable)
• Experience supporting traders (Desirable)
• Exchange Online (Desirable)
• Linux Awareness (Desirable)

Abilities and Skills:

• Ability to work collaboratively as part of a global team
• Ability to handle multiple priorities while meeting agreed deadlines
• Excellent customer service and communication skills
• Ability to remain calm under pressure and deliver a consistently high standard of work
• Self Motivated and able to work independently with minimal direction
• Ability to speak to users at all levels of the business and use appropriate language when discussing technology with non IT focused colleagues

Competencies(not limited to):

• Communication
• Team Working
• Client Focus
• Accuracy
• Technical Competence
• Thinking and Judgement

INDH
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