The Team:

The Global Desktop Support Team is responsible for delivering top-tier support for the firm’s desktop infrastructure. We provide both remote and in-person assistance to the trading floor, executives, and all business functions across our global offices.

We are looking for a highly skilled Senior Desktop Support Engineer to join our dynamic IT team in Bangalore. In this role, you will be instrumental in maintaining the seamless operation of our end-user computing infrastructure within a fast-paced and high-pressure hedge fund environment. Additionally, you will contribute to the successful execution of Brevan Howard’s end-user computing strategy, ensuring a robust and efficient IT landscape for the firm.

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

• Ownership of incidents and requests reported via ServiceNow. Prioritising and escalating issues where necessary and ensuring timely resolution with exemplary ticket management.
• Experience of market data applications (Bloomberg, Refinitiv as an example)
• Troubleshoot and resolve a wide range of technical issues, including hardware, software, networking, remote access, and telephony.
• Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles.
• Participate in rota based on-call support.
• Collaborate with other IT team members and external vendors to address more complex issues and implement solutions.
• Participate in IT projects and initiatives, contributing to their successful execution.

WORK EXPERIENCE/BACKGROUND:

Essential

Min 5 years’ desktop support experience within the Financial Services industry.

Desirable

Hedge fund environment

TECHNICAL / BUSINESS SKILLS & KNOWLEDGE:

Essential

• Trade floor / white glove / VIP deskside presence
• High level of ServiceNow ticket management competency
• VMWare VSphere Suite Administration
• Strong technical grasp of strategic platforms such as MS Windows, Networking and Security, WAN, LAN, DNS.DHCP.
• Active directory administration including GPO
• Microsoft 365 administration
• Microsoft Office Suite
• End user experience monitoring
• Market data applications
• Understanding of build and client distribution architectures (SCCM)
• Understanding of networks with the ability to troubleshoot local issues
• Knowledge of ITIL principles and core

Desirable

• VMWare Horizon
• PowerShell and other scripting languages
• Automation tools

BEHAVIOURS / COMPETENCIES

Essential

• Awareness of the critical role of IT in a fast-paced hedge fund firm
• Self-starter who will work well in a busy globally dispersed team
• Energetic, enthusiastic, and well organised
• Experience in dealing with end users with tact and diplomacy using demonstrable interpersonal and communication skills
• Appreciation of optimal customer service delivery strategies
• By default, can communicate appropriately and effectively with globally dispersed end users, teams, and management up to and including C suite level.
• Business minded individual, credible in discussions with technical and non-technical stakeholders
• Highly organised and self-motivated who can work under their own initiative without supervision
• Calm under pressure and who can remain focused on the priority deliverables.
• Takes complete ownership of incidents through to resolution.
• Team player who always displays empathetic interpersonal skills and respectful collaboration.
• A willingness to learn and keep up to date with technologies and how they can best serve the business.
• Understands that much can be learnt from when things don’t go to plan.
• Excellent analytical troubleshooting triage skills and attention to detail
• Ability to quickly assess situations and adapt accordingly
• Able to multitask and prioritise