Senior End User Support Engineer

Company Description

Tradeweb Markets is a world leader in the evolution of electronic trading. A fintech company serving approximately 2,500 clients - including the world's largest banks, asset managers, hedge funds, insurance companies, wealth managers and retail clients -- in more than 65 countries across the globe. Since our first trade in 1998, we have helped transform and electronify the fixed income markets. Tradeweb is a culture built on innovation, creativity and collaboration. Through a combination of very talented and driven people, innovative products and solutions, cutting-edge technology, market data, and a vast network of clients, we continue to work together to improve the way financial markets trade.

Mission: Move first and never stop. Collaborate with clients to create and build solutions that drive efficiency, connectivity, and transparency in electronic trading.

Tradeweb Markets LLC ("Tradeweb") is proud to be an EEO Minorities/Females/Protected Veterans/Disabled/Affirmative Action Employer.
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Group Details

Business Technology is responsible for the global strategy, engineering and support for all desktop, telephony, AV, remote access, mobility and collaboration technologies. The team is aligned with core businesses across the firm, provides global technology solutions that back Tradeweb's business operations and enables various business and technology teams to deliver top tier customer engagement and support through an ITSM/CSM platform. The role supports a highly demanding customer based that is heavily reliant on technology to compete in an extremely volatile business. The Senior End User Support Tech will be focused on global endpoint management and support.

• Excellent troubleshooting skills across all areas of technology, including desktops, telephony, AV, collaboration, messaging, remote access and mobility
• Provide white-glove, VIP support of all executives, senior leadership and global end users
• Provide superior client experience and strengthen relationships across the global organization
• Troubleshoot reported issues and complete assigned tasks according to SLA in ServiceNow
• Provide on-site support of physical desktops, hardware, peripherals, printers, etc
• Support virtual infrastructure platforms, VDI, Citrix, VMware Horizon, virtual desktops
• Support remote endpoints such as laptops, building and certifying OS, VPN infrastructure
• Support MFA and SSO integrations, Okta, Azure, RSA
• Support MDM solutions, Blackberry Work, etc
• Support various collaboration and messaging technologies, Zoom, Teams, WebEx, Symphony
• Administering SCCM, Active Directory, group policy, Appsense, file management
• Managing and administering patching processes and best practices for Windows, Office, third party applications across virtual, physical and mobile endpoints
• Installation of hardware, software applications, security updates, service packs, etc.
• Focus on building automation into reoccurring processes and problems
• Testing and certifying hardware and software technologies
• Understanding of networking principles, practices and technologies, TCP/IP, DNS, WINS, DHCP
• Create metrics, monitoring and system reports for a higher level of information, i.e., trends analysis and management of the "health" of environment
• Provide documentation and update internal knowledgebase articles
• Follow IT change management governance & process
• Effectively communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration, from initiation to close.
• Collaborate with colleagues across the global organization to implement change through structured change management process
• Resolve complex issues and conflicts
• This position may have responsibilities related to Dealerweb's compliance with SEC Regulation SCI. This requires the person in this role to understand and comply with the requirements of Regulation SCI relevant to his or her position, as well as Dealerweb's policies and procedures.

• 5+ years desktop support / engineering experience
• Strong understanding of the requirements of supporting Financial Markets Businesses
• Knowledge of principles of Service Management (Support and Delivery)
• Knowledge and understanding of systems life cycles
• Strong grounding in all areas of Infrastructure Technology and Engineering
• Excellent verbal and written communication skills