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Job Description: The primary responsibilities of this challenging position will be to provide day to day management of the desktop support team as well as provide effective first and second level support for the Americas MFG Business based in Philadelphia.Responsibilities ·ÔDay to day management of the desktop support team including resource management, input into teams objective setting and career and personal development ·ÔEnsure that BDT services, support and people meet business demand ·ÔKey contact for the relationship with the business, ITG Account teams and ITG Infrastructure teams, working with each to prioritise ·ÔProviding support for all MFG technologies ·ÔProviding support for infrastructure supporting 2 remote offices (redundant VPN or MPLS, Riverbed, firewalls) ·ÔInteraction with users, relevant account teams and various vendors/suppliers and technical 3rd party contacts for support ·ÔProject work, eg single technical point of contact on site at new office commission requiring experience of working without immediate supervision and troubleshooting a variety of technologies (incl networking, structured cabling, voice, server and PC issues) ·ÔDelivering a focused client service through ad-hoc troubleshooting and problem solving for end user queries in a professional and timely manner ·ÔProviding high level support of the Microsoft Environment - Windows XP/2000, Office 2007 & 2003 ·ÔAbility to support and troubleshoot issues with these technologies: ·ÔNetworking (TCP/IP,DNS, Cabling) ·ÔRemote Access Connectivity (iPass/VPN) ·ÔTelephony (VoIP) ·ÔBlackberry ·ÔExtensive intra-bank liaison, especially with the business areas ·ÔAssist with upgrades and deployment of new software and hardware ·ÔAssist with the support of other Americas offices ·ÔAdhoc project work as required Our requirements ·ÔAn experienced team leader within a desktop support environment, who can work autonomously ·ÔPrevious experience with both support and projects ·ÔPrevious experience in Banking or Mutual Funds and Desktop/Dealing Room environments ·ÔSolid technical experience and knowledge ·ÔA sound understanding of Microsoft operating systems and products, as well as basic Active Directory user administration skills ·ÔExperience in workstation, networking and server hardware knowledge ·ÔA strong customer service focus and the ability to deliver quality support are key ·ÔExcellent client service skills and professional presentation ·ÔStrong communication skills and a first rate telephone manner ·ÔAbility to work within a team and establish strong working relationships ·ÔPossess a strong sense of ownership, accountability and a flexible manner ·ÔExcellent co-ordination ability, gained in a multi-faceted environment ·ÔThe ability to multitask and manage conflicting priorities ·ÔThe ability to work flexible hours and varying shifts including a willingness to work overtime and be available for weekend work from time to time when required ·ÔWillingness to travel as required Ô
An Equal Opportunity Employer M/F/D/V |
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