IT Helpdesk and Systems Specialist

Tier 3 IT Helpdesk, Support and Systems Management Specialist Job Summary: As the Tier 3 Support and Endpoint Management Specialist, you will serve as the highest level of technical support for complex issues and escalations from L1 to L3. You will resolve simple and also the most challenging end-user and system problems, managing and optimizing endpoint infrastructure. Your role will involve advanced troubleshooting, system analysis, and strategic planning for helpdesk and endpoint management. Key Responsibilities: Tier 1 & 2 Support:

• Provide first-line technical support for end-users across various platforms and applications
• Resolve common issues related to hardware, software, networks, and peripherals
• Manage and respond to support tickets within defined SLA timeframes
• Perform basic to intermediate troubleshooting and problem resolution

• Serve as the escalation point for complex technical issues
• Perform root cause analysis on systemic issues and develop long-term solutions
• Provide advanced technical support for desktop, laptop, and mobile devices across various platforms (Windows, macOS, Linux, iOS, Android)
• Provide advanced technical support for systems and platforms (Microsoft 365, Azure, GSuite, others…)

• Oversee the ticket queue and ensure timely responses to all tickets within Jira ITSM
• Assign and allocate resources effectively to manage workload and meet SLAs
• Develop and implement strategies to improve ticket resolution times and quality
• Generate reports on ticket metrics and identify trends for process improvement

• Design, implement, and manage advanced endpoint management strategies
• Lead the implementation and optimization of Remote Monitoring and Management (RMM) tools
• Oversee and optimize patch management processes for operating systems and applications
• Implement and manage advanced endpoint security solutions in collaboration with the network and cybersecurity team

• Provide support for financial data applications such as Bloomberg, FactSet, Enfusion and others
• Troubleshoot issues related to data feeds, integrations, and custom setups in financial applications
• Liaise with financial application vendors for advanced support and issue resolution
• Stay updated on new features and updates in financial data applications and communicate changes to users

• Develop and maintain automated scripts (PowerShell, Bash, etc..) and tools to improve efficiency and resolve recurring issues
• Implement complex remote access solutions (VPN, VDI, RDP) for enterprise environments
• Conduct performance tuning and capacity planning for endpoint infrastructure
• Develop and maintain disaster recovery and business continuity plans for endpoint systems

• Provide mentorship and technical guidance to junior support staff
• Develop and deliver technical training for IT staff and end-users
• Contribute to the development of IT policies and procedures related to support and endpoint management

• Evaluate and recommend new technologies to improve endpoint management and user experience.
• Participate in project planning and implementation for large-scale endpoint initiatives.
• Collaborate with other teams to integrate support and endpoint management with overall IT infrastructure and security strategies.

• Must be professionally fluent in English, written and verbal
• Bachelor’s degree in computer science, Information Technology, or related field
• 7+ years of experience in IT support and endpoint management, with experience across all support tiers
• Strong knowledge of Microsoft 365, SharePoint, Azure, G Suite, and VoIP systems
• Strong knowledge of Windows 8/10,11, VMs, and Mac Operating Systems & Desktop Administration
• Advanced certifications (e.g., CompTIA Advanced Security Practitioner, MCSE, VMware Certified Professional, ITIL Expert)
• Proven experience in managing and optimizing ticket queues and support processes
• Strong knowledge of financial data applications (Bloomberg, FactSet, Enfusion, etc.) and their technical requirements
• Experience with email security platforms such as Mimecast and Proofpoint
• Extensive knowledge of enterprise endpoint management tools and practices
• Strong networking knowledge (TCP, IP, VPN, Firewall, Switching, SFTP, and Cloud network)
• Strong experience with scripting and automation (e.g., PowerShell, Bash)
• Deep understanding of operating system internals and troubleshooting methodologies
• Experience with enterprise mobility management (EMM) and unified endpoint management (UEM) solutions
• Familiarity with ITIL frameworks and IT service management best practices
• Knowledge of cybersecurity principles and best practices for endpoint protection
• Excellent problem-solving and analytical skills, with the ability to troubleshoot issues across all complexity levels
• Strong leadership and mentoring abilities
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Ability to work under pressure and manage multiple priorities simultaneously
• Customer-service oriented with a focus on delivering high-quality support.