End User Services Engineer

Short Description for Internal Candidates

The role of Senior End User Services Analyst will be responsible for providing 1st & 2nd line support to DTCC employee's globally. The Senior End User Services Analyst will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLA's. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual infrastructure, network connectivity and Printers. The Senior End User Services Analyst will troubleshoot technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and escalate support incidents to the relevant 3rd Line teams.

Description for Internal Candidates

• Are you ready to make an impact at DTCC?
  
  Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.
  
  The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

Business Unit Description

The role of Senior End User Services Analyst will be responsible for providing 1 st & 2 nd line support to DTCC employee's globally. The Senior End User Services Analyst will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLA's. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual infrastructure, network connectivity and Printers. The Senior End User Services Analyst will troubleshoot technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and escalate support incidents to the relevant 3rd Line teams.

Position Summary

• Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, in person, via e-mail, or through remote sessions.

• Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner.

• Effectively resolve escalated workstation issues.

• Effectively document all support efforts into the incident tracking system.

• Assist with troubleshooting outages/interruption of services hosted by DTCC.

• Contribute to the ongoing cycle of improving Desktop processes.

• Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately

• Weekend work - as needed and recurring On Call Support rotation

Specific Responsibilities

• Technical aptitude to diagnose and determine root cause.

• Experience working with Active Directory

• Basic Audio-Visual support knowledge for Cisco, Crestron systems, Neat, Poly

• Basic video cameras, microphones, speakers, TVs, conference room equipment knowledge

• Ability to document work and understand technical procedural

• Ability to use ServiceNow (Ticketing tool) to manage Technology Service Management calls/incidents/tasks

• Strong working knowledge of Apple technology (Mac OS, iCloud, iPad OS and iPhones)

• Windows workstation and operating system support including working knowledge of Microsoft Office 365 suite

• Exceptional knowledge of desktop/laptop and mobile devices (Apple mobile/Android devices / Microsoft Intune Administration, iPhones, iPads, Macs) including enterprise deployment and support

• Accountability: Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.

• Global Collaboration: Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in key team tasks and decisions

• Communication: Articulates information clearly and presents information effectively and confidently when working with others

• Influencing: Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting

• relationships while at the same time is comfortable challenging ideas.

• Innovation and Creativity: Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues

• challenges as new avenues of opportunity

Leadership Competencies for this level include

Accountability: Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.

Global Collaboration: Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in key team tasks and decisions.

Communication: Articulates information clearly and presents information effectively and confidently when working with others.

Influencing: Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting relationships while at the same time is comfortable challenging ideas.

Innovation and Creativity: Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues challenges as new avenues of opportunity.

Qualifications

• Minimum of 3 years of related experience

• Bachelor's or associate degree preferred

• Desktop Support Experience

• Excellent Customer Service

• Excellent Communication Skills (oral and written)

• Active Directory

• McAfee EPO

• Intune, iPhones

• Bomgar

• Laps UI

• Microsoft Office 365

• RSA Authentication Manager

• Virtualization (VMware\\Citrix)

• Basic Networking understanding (TCP/IP)

• Service Now

About DTCC

With over 45 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From operating facilities and data centers around the world, DTCC automates, centralizes, and standardizes the processing of financial transactions across the trade lifecycle and mitigates risk for thousands of institutions worldwide.

At DTCC we value on our clients' interests and partner to deliver superior results with excellence and innovation and lead with integrity. We proactively develop your potential and invest in your career.

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Same Posting Description for Internal and External Candidates

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.