Overview

Susquehanna is a global quantitative trading firm powered by scientific rigor, curiosity, and innovation. Our culture is intellectually driven and highly collaborative, bringing together researchers, engineers, and traders to design and deploy impactful strategies in our systematic trading environment. To meet the unique challenges of global markets, Susquehanna applies machine learning and advanced quantitative research to vast datasets in order to uncover actionable insights and build effective strategies. By uniting deep market expertise with cutting-edge technology, we excel in solving complex problems and pushing boundaries together.

As the Helpdesk and Desktop Support Engineer you will join our existing Client Corporate Services team who are responsible for supporting all teams in Susquehanna's Dublin office. This is a very demanding and varied environment that covers (among other areas) all windows desktop hardware and software issues, user account access permissions management,  PC builds, software installs and procurement, peripherals (keyboards, monitors, etc.), iOS and Android device support.

This role involves working in an energetic, dynamic and fast paced environment providing full support for all teams in Dublin office (over 700 end users). You will display a strong technical ability in making critical support judgements while working under pressure. Working closely with other Technology teams in Dublin, London, Philadelphia and other 3^rd party support organisations. All members of the team will participate in early morning and late evening shifts, and may also be required to support out of hours work where required.

Once in the role you will:

• ­Provide 1^stand 2^nd level support – working closely with the software development teams and system architects to provide essential primary support for all desktop software and hardware systems – using tools such as SCCM, Jira, confluence, splunk, Check_MK, Microsoft Intune, MS Active Directory console.
• Experience managing, addressing and solving complex queries via ticketing system.
• Continuous evaluation and improvement of support procedures, development and implementation of required/agreed tools and associated runtime environments
• Interact with various internal IT support functions to troubleshoot and resolve problems as they happen
• Liaising with technology teams in the US and/or external vendors as required
• Maintain our Knowledge Base and ensure all relevant run books are up to date.

• 3 years+ providing desktop support for software and hardware systems
• Ability to lead and mentor a team would be beneficial. 
• Strong working knowledge of peripherals, printers, graphics cards.
• Hardware experience (KVM switches, Multiple screens setup {4x 4k screens}, ability to replace components such as graphics cards, RAM etc) 
• Trading user or Development support experience is beneficial
• Excellent working knowledge of Windows desktop OS: Windows 7 64- bit, Win 10 64bit and Windows 11.
• Ability to monitor and diagnose Desktop issues.
• Ability to make changes to the system registry for configuring the Windows operating system.
• Understanding of PowerShell scripting.
• Experience working with SCCM would be an advantage
• Advanced knowledge of O365 products.
• Strong knowledge of Active Directory.
• Bsc in a technical discipline or equivalent experience

Personal Skills

• Ability to work under pressure and meet tight deadlines
• Self-motivated and creative
• Strong communication skills (written and verbal)
• Excellent attention to detail
• Ability to work well on own initiative or as part of a team
• Excellent time management, organization and prioritization skills
• Excellent interpersonal skills
• Flexibility – all members of the Helpdesk team participate in early morning shift rotations
• Desire to learn and improve skills and knowledge

Susquehanna is an equal opportunity employer. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruitment process, please contact us.

If you're a recruiting agency and want to partner with us, please reach out to [email protected]. Any resume or referral submitted in the absence of a signed agreement will not be eligible for an agency fee.

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