<p>Job Description</p> <p>Key Responsibilities:</p> <ul> <li>Technical Support: </li><li>Troubleshoot and resolve software and hardware issues </li><li>Provide technical support for in-house, third-party, and market data applications </li><li>Assist with operating system, driver, and firmware support </li><li>Configure and maintain home and remote work setups </li><li>Infrastructure Management: </li><li>Manage hardware inventory and procurement </li><li>Maintain IT rooms and equipment </li><li>Support office moves, relocations, and decommissioning </li><li>Perform basic network tasks, such as cable patching </li><li>User Support: </li><li>Provide timely and effective user support via various channels (email, phone, chat) </li><li>Assist with onboarding and offboarding processes </li><li>Evaluate user needs and recommend appropriate solutions </li><li>Train users on new technologies and processes </li><li>Incident Management: </li><li>Log, track, and resolve incidents and service requests </li><li>Escalate issues as necessary and communicate status updates </li><li>Proactively monitor systems and identify potential problems </li><li>Additional Requirements: </li><li>Participate in on-call rotation for after-hours and weekend support </li><li>Stay current with technology trends and industry best practices </li><li>Adhere to company policies, procedures, and security standards </li><li>Work collaboratively with other IT teams and business units </li><li>Required Skills and Experience: </li><li>Strong knowledge of IT hardware and software </li><li>Experience with troubleshooting and problem-solving techniques </li><li>Excellent communication and interpersonal skills </li><li>Ability to work independently and as part of a team </li><li>Strong customer service orientation </li><li>Additional specific technical skills preferred, such as: </li><li>Operating systems (Windows, macOS) </li><li>Network protocols (TCP/IP, DNS, DHCP) </li><li>Security best practices </li><li>Scripting languages (PowerShell, Python) </li><li>ServiceNow </li><li>JIRA, Kanban </li><li>Windows Imaging PXE Boot </li></ul>