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Role: L2 Deskside Support Engineers

Durations: 6 Months+

Location:  New York City, NY

Deskside Support - Key Responsibilities

1            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.                                                 

     Support for back-office users and 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 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 adherence.                                                                                                                                                       

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

    Follow ITIL processes, with focus on incident prioritization aligned to 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.                                                                                                            

       Support trading turrets/dealer boards, voice systems, and collaboration tools used for 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, Aladdin (or similar platforms)                                                                                                                                                                                   

    Order Management Systems (OMS) / Execution Management Systems (EMS)                                                                                                                                                                                        

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

6            Stakeholder & Relationship Management                                                                                                                                                                                        

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

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

    Build strong relationships with investment teams and operations stakeholders.                                                                                                                                                                            

    Ensure high user satisfaction through 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 contribute to existing knowledge bases.                                                                                                                                                                                  

    Support process optimization aligned to asset management workflows.                                                                                                                                                                                  

8            GenAI Implementation                                                                                                                                                                                    

    Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions.                                                                                                                                                                                     

    Use AI-powered dispatch tools for optimized technician allocation.                                                                                                                                                                                   

    Support automation in asset tracking and service reporting.                                                                                                                                                                                    

    Drive adoption of AI-enabled deskside support tools to improve user experience.        

Required Skills & Experience                       

Experience                                                                                                                                                                   

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

    Experience supporting portfolio managers, traders, and research teams

    Exposure to market-sensitive, time-critical environments                                                       

Technical Skills                                                                                                                                                            

    Strong Windows desktop and endpoint support expertise                                                                     

    Multi-monitor and high-performance workstation setup                                                          

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

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

    Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI                                                                                                                                                                         

Process & Tools                                                                                                                                                         

    ITSM tools such as ServiceNow, Jira or equivalent                                                                                      

    Incident prioritization based on investment business impact                                                               

    Knowledge of SLA-driven support in financial environments                                                                                                                                                                                                  

Soft Skills                                                                                                                                                                         

    Strong stakeholder engagement                                                                                                                         

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