[xrecnet] L1 ,,L2, L3 Support-End User Support Engineers -Location - NYC - 5 Days onsite - Mandatory

 

 kindly share the profiles who got all mandate skills .

 

L1 ,L2, L3 Support-End User Support Engineers -

Location - NYC - 5 Days onsite - Mandatory 
$40-45/hr on c2c 

Mandate skills :

desktop , financial services , trading /brooking floor, sccm , office 365 , active directory , MAC OS , market data , bloomberg, lseg , ice , cisco , okta , MFA , ITSM , AWS , SERVICENOW ,ITIL , MCP, MCSA

 

Role Responsibilities

• Diagnosis and Resolution
• Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.
• Customer Interaction
• Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.
• Remote Assistance
• Utilize remote desktop tools to provide support.
• Escalation Management
• Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution.
• Have a clear understanding of the escalation and Major Incident processes and your role within this.
• Collaboration
• Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.
• Hardware troubleshooting
• Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.
• Documentation
• Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.

Experience / Competences
Essential

• Solid technical desktop support experience, within a financial services organization (Trading / Broking Floor)
• Experience with SCCM, Active Directory, Office 365, Microsoft Windows (10/11) and Apple MAC Operating Systems
• Experience with Market Data Systems (e.g. Bloomberg, LSEG, ICE)
• Experience with Audio and Video Conferencing technologies (e.g. Cisco / Webex/ MS Teams)
• Experience with OKTA or similar MFA technology
• Understanding of TCP/IP, DNS and Internetworking Technology
• Ability to identify, manage and resolve issues in a timely manner
• Respond to end users requests effectively and communicate with them at all times
• Ability to work independently and as part of a team
• Excellent problem solving skills
• Time management
• Strong communication and interpersonal skills
• Ability to manage multiple tasks and priorities
• Ability to work under pressure in a fast paced environment whilst remaining calm
• Familiarity with ITSM practises and principles
• Familiarity with AWS workstations
• Solid experience with ServiceNow

Desired

• ITIL framework knowledge
• Familiarity with PowerShell scripting knowledge
• BYOD and Corporate mobile configurations using Intune
• Industry certifications such as Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel or ITSM products

Special Job Requirements:

• Shift rota basis
• Occasional Bank holiday / weekend working requirement

On-Site role only

Regards

Pavan

VDart Inc

Ph: (470) 251-2584 Ext:1866

Email: Pavankumar.s@vdartinc.com

Website: https://vdart.com

 

 

 

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