Chicago IL Jobs, Support Engineer, Desktops, Laptops, IPC Trading Turrets, Cisco, Windows, Illinois Recruiters, Information Technology Jobs, IT Jobs, Illinois Recruiting
Global Support Engineer Level II
Here To Apply Now!
-Provide technical support, administration, for all internal end-user software, hardware, and connectivity.
-Identify, diagnose, research, track and resolve technical problems.
-Escalate issues and facilitate user assistance from third parties or other IT groups as needed.
-Maintain an intermediate level of knowledge, and involvement in many aspects of a trading environment.
-Add and maintain user accounts and permissions on systems in compliance with security policies.
-Deploy, manage and document a wide variety of devices and applications running primarily on Dell desktops, ThinkPad laptops, Blackberries, RSA Remote Access Tokens, and IPC Trading Turrets.
-Configure and repair workstations, laptops, dealer boards and blackberries on a timely and independent basis.
-Interact independently with users and meets all assigned user support and IT project commitments.
-Track assignments of software licenses and hardware assets.
-Ship supplies and equipment to users and receives ordered supplies and equipment as needed.
-Effectively work in a cooperative and collaborative global team environment.
-Engage in technical collaboration with other Infrastructure groups and Business IT teams as appropriate.
-The work includes a mix of ad-hoc support, shorter-duration maintenance tasks, and longer-duration project work.
-Must be able to participate in the development of new procedures and processes when work situations require.
-Serve as backup resource for other IT functions outside the traditional IT Support Associate role, as needed.
-Initially, User Support Engineers receive a moderate level of supervision, but will be expected to operate with increased independence over time.
-Develop a solid understanding of methodologies, tools and techniques.
-Develop a solid understanding of proprietary IT systems environment and associated tools.
-Consistently respond to support requests on a timely basis.
-Consistently meet or exceed end user timeframe expectations, initially with assistance but moving quickly towards independence.
-Commit the necessary time to ensure results and consistently produces accurate, high quality results.
-Document issues, troubleshooting steps, and solutions in SharePoint and Support Request tracking system.
-Manage own workload, escalating when help is needed or when customer service levels or deadlines are at risk.
-Maintain constant awareness of status of assigned tasks and how they relate to overall project priorities and communicate risks to supervisor.
-Provide estimates and other input used for defining tasks and aid in creation of team work plan.
-Seek to identify and recommend changes to work processes and tools that may improve efficiency, effectiveness and quality.
-Maintain a commitment to comprehensive and efficient testing of changes and understands the potential impacts of untested solutions to our business.
-Create appropriate documentation for work products.
-Communicate effectively with a wide range of audiences (technical and non-technical, staff and managerial), and in a wide range of settings (e.g., one-on-one, small group, in person, on the phone, and via e-mail).
-Interact professionally with all internal customers and demonstrate key client service concepts (e.g., responsiveness, attentiveness, composure, attention to detail, follow-through).
-Communicate and collaborate effectively with peers and supervisor.
-Maintain constant awareness of how assigned tasks impact internal customers, and communicates status proactively to ensure smooth project execution.
-Demonstrate ability to function effectively in a team environment.
-Communicate issue resolution status proactively to ensure customer timeframe expectations are met.
-Occasionally reviews others' documents and communications as required.
-Must have a solid understanding of desktop and laptop computer hardware and peripherals.
-Must have a solid understanding of Microsoft Windows operating systems, Microsoft business products (Excel, Word, PowerPoint, Visio, Windows), and other common business productivity software.
-Must have a good understanding of LAN technologies and the TCP/IP protocol.
-Have a solid awareness and understanding of technologies that can or will impact the job function. Keep current on latest technologies and technology trends. Keep current on technical, industry and business trends.
-Know and employ the OSI model to troubleshoot technical problems.
-Knowledge and experience configuring and troubleshooting IP telephony (preferably Cisco Call Manager) and Trading Turrets.
-Demonstrate the ability to effectively recognize and resolve technical issues.
-Demonstrate the ability to adapt quickly to a new and changing technical environment.
-Demonstrate critical, analytical thinking in all aspects of the job.
-Show strong independent judgment, discretion, and decision making abilities.
-Demonstrate effective oral and written communication skills.
-Demonstrate solid knowledge of workstation connectivity solutions, including wireless networking, broadband solutions, and VPN clients.
-Demonstrate working knowledge of broad based server technology within a Microsoft environment; including but not limited to: Active Directory, Exchange, DNS and DHCP.
-Demonstrate confidence working on and supporting remote computing components and solutions including but not limited to: RSA Servers and appliances, Cisco VPN and Citrix.
-Bachelor's degree (BS or BA) preferred; or six years' plus related experience in a fast paced trading environment.
services by Next Step Systems - www.nextstepsystems.com
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