Job Overview

Position: L2 Deskside Support Engineer

Duration: 6 Months+

Locations: Atlanta, GA | Chicago, IL | Boston, MA | New York City, NY | Princeton, NJ | San Francisco, CA

Eligibility: US Citizens only

Key Responsibilities1. Service Delivery & Field Service Operations

Provide dedicated on-site desktop support for front-office users, including portfolio managers, traders, research analysts, and sales teams.

Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution.

Support time-critical incidents aligned to market cycles.

Take end-to-end ownership of issues, ensuring rapid resolution in high-pressure, revenue-impacting situations.

Coordinate with cross-functional IT teams for priority issue resolution.

Provide IT support for back-office users and manage the new joiner onboarding process.

2. Front Office & VIP Support

Provide VIP/white-glove support to senior stakeholders, such as portfolio managers and fund managers.

Prioritize and resolve issues impacting market data feeds, order execution, and pricing systems.

3. ITSM Process Excellence

Manage incidents and service requests via tools such as ServiceNow or Jira with strict SLA (Service Level Agreement) adherence.

Ensure accurate ticket logging, precise categorization (e.g., market data, trading, access), and comprehensive resolution tracking.

Follow ITIL processes, focusing on incident prioritization aligned with investment business impact.

4. End-User Technology & Trading Floor Support

Install, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments.

Support multi-monitor configurations and high-performance trading workstations.

Support trading turrets/dealer boards, voice systems, and collaboration tools used for critical communication.

Manage mobile devices and secure endpoints used for remote portfolio access.

Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms.

5. Investment Applications & Market Data Support

Provide basic L1 support for investment management applications like Bloomberg, Refinitiv (Reuters), FactSet, and Aladdin (or similar platforms).

Assist with Order Management Systems (OMS) and Execution Management Systems (EMS).

Support Microsoft 365 and related collaboration tools used for investment research and reporting.

6. Stakeholder & Relationship Management

Communicate clearly and effectively with front-office and other end users, maintaining perfect composure in high-pressure scenarios.

Provide real-time updates during critical incidents impacting portfolio or trading activities.

Build strong professional relationships with investment teams and operations stakeholders.

Ensure high user satisfaction through highly responsive and proactive support.

7. Continuous Improvement & Operational Efficiency

Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems.

Improve first-time fix rates for front-office issues.

Maintain and actively contribute to existing team knowledge bases.

Support process optimization aligned directly to asset management workflows.

Required Skills & ExperienceProfessional Experience

4–8 years in IT Desktop Support or Trade Floor Support specifically within Asset Management or Financial Services.

Direct experience supporting portfolio managers, traders, and research teams.

Proven exposure to market-sensitive, time-critical trading environments.

Technical Skills

Strong Windows desktop and endpoint support expertise.

Deep knowledge of multi-monitor and high-performance workstation setups.

Good to have: Hands-on knowledge of market data platforms (Bloomberg, Refinitiv, FactSet, etc.).

Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin).

Core infrastructure knowledge: Active Directory, VPN, Networking, and Citrix/VDI environments.

Process & Tools

Experience with ITSM tools such as ServiceNow, Jira, or equivalent platforms.

Ability to execute incident prioritization based on investment business impact.

Strong understanding of SLA-driven support in fast-paced financial environments.

Soft Skills

Strong stakeholder engagement and relationship-building capabilities.

Natural ability to operate effectively in high-pressure, market-driven environments.

Excellent problem-solving and immediate decision-making skills.

Clear, confident, and articulate communication under intense pressure.

High level of personal ownership, extreme attention to detail, and accountability.