Technical Support Analyst

2 weeks ago

Scotland, United Kingdom Option One Technologies Full time

Tier 3 Helpdesk, Support and Endpoint Management Specialist
As the Tier 3 Support and Endpoint Management Specialist, you will serve as the highest level of technical support for complex issues and escalations. Your role will involve advanced troubleshooting, system analysis, and strategic planning for helpdesk and endpoint management.

Provide first-line technical support for end-users across various platforms and applications
Resolve common issues related to hardware, software, networks, and peripherals
Perform root cause analysis on systemic issues and develop long-term solutions
Provide advanced technical support for desktop, laptop, and mobile devices across various platforms (Windows, macOS, Linux, iOS, Android)
Provide advanced technical support for systems and platforms (Microsoft 365, Azure, GSuite, others…)
Develop and implement strategies to improve ticket resolution times and quality
Lead the implementation and optimization of Remote Monitoring and Management (RMM) tools
Implement and manage advanced endpoint security solutions in collaboration with the network and cybersecurity team
Financial Data Application Support:
Provide support for financial data applications such as Bloomberg, FactSet, Enfusion and others
Troubleshoot issues related to data feeds, integrations, and custom setups in financial applications
Liaise with financial application vendors for advanced support and issue resolution
Stay updated on new features and updates in financial data applications and communicate changes to users
Conduct performance tuning and capacity planning for endpoint infrastructure
Leadership and Training:
Provide mentorship and technical guidance to junior support staff
Develop and deliver technical training for IT staff and end-users
Contribute to the development of IT policies and procedures related to support and endpoint management
Evaluate and recommend new technologies to improve endpoint management and user experience.
Participate in project planning and implementation for large-scale endpoint initiatives.
Collaborate with other teams to integrate support and endpoint management with overall IT infrastructure and security strategies.

Must be professionally fluent in English, written and verbal
~ Bachelor’s degree in computer science, Information Technology, or related field
~7+ years of experience in IT support and endpoint management, with experience across all support tiers
~ Strong knowledge of Microsoft 365, SharePoint, Azure, G Suite, and VoIP systems
~Strong knowledge of Windows 8/10,11, VMs, and Mac Operating Systems & Desktop Administration
~ CompTIA Advanced Security Practitioner, MCSE, VMware Certified Professional, ITIL Expert)
~ Strong knowledge of financial data applications (Bloomberg, FactSet, Enfusion, etc.) Strong networking knowledge (TCP, IP, VPN, Firewall, Switching, SFTP, and Cloud network)
~ Familiarity with ITIL frameworks and IT service management best practices
~ Knowledge of cybersecurity principles and best practices for endpoint protection
~ Customer-service oriented with a focus on delivering high-quality support.

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