Global Support Engineer II

$60-$90K

MUST have financial industry experience.

Responsibilities:
-Provides technical support, administration, for all internal end-user software, hardware, and connectivity.
-Identifies, diagnoses, researches, tracks and resolves technical problems.
-Escalates issues and facilitates user assistance from third parties or other IT groups as needed.
-Adds and maintains user accounts and permissions on systems in compliance with security policies.
-Deploys, manages and documents a wide variety of devices and applications running primarily on ThinkPad laptops, Blackberries and RSA Remote Access Tokens.
-Interacts independently with users and meets all assigned user support and IT project commitments.
-Effectively works in a cooperative and collaborative global team environment.
-Engages 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.
-Initially, Support Engineers receive a moderate level of supervision, but will be expected to operate with increased independence over time.

Qualifications:
-MUST have financial industry experience.
-Demonstrates the ability to effectively recognize and resolve technical issues.
-Demonstrates the ability to adapt quickly to a new and changing technical environment.
-Demonstrates critical, analytical thinking in all aspects of the job.
-Demonstrates effective oral and written communication skills.
-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 an understanding of LAN technologies and the TCP/IP protocol.
-Demonstrates knowledge of workstation connectivity solutions, including wireless networking, broadband solutions, and VPN clients.
-Consistently responds to support requests on a timely basis and meets or exceeds end user timeframe expectations, initially with assistance but moving quickly towards independence.
-Documents issues, troubleshooting steps, and solutions in SharePoint and Support Request tracking system.
-Manages own workload, escalating when help is needed or when customer service levels or deadlines are at risk.
-Maintains constant awareness of status of assigned tasks and how they relate to overall project priorities and communicates risks to supervisor.
-Provides estimates and other input used for defining tasks and aiding in creation of team work plan.
-Seeks to identify and recommend changes to work processes and tools that may improve efficiency, effectiveness and quality.
-Knows and employs the OSI model to troubleshoot technical problems.
-Communicates 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).
-Interacts professionally with all internal customers and demonstrates key client service concepts (e.g., responsiveness, attentiveness, composure, attention to detail, follow-through).
-Communicates and collaborates effectively with peers and supervisor.
-Maintains constant awareness of how assigned tasks impact internal customers, and communicates status proactively to ensure smooth project execution.
-Demonstrates ability to function effectively in a team environment.
-Communicates issue resolution status proactively to ensure customer timeframe expectations are met.
-Creates documents and communications.
-Works to earn respect of others.

Technology jobs in Chicago, Jobs, Chicago, Technical Support, Help Desk, Desktop Support, LAN, TCP/IP, Trading Support

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