The Senior Support Engineer Lead person will be a very hands-on senior member of a technical team responsible for companywide desktop, mobile device, and application support including Windows operating systems and software such as trading systems, and other applications. The senior member will be responsible for managing a team of level 1/2 desktop support engineers that supports an office of 150 users for a diversified commodity trading and energy services firm.
This is an internal customer facing role and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills. This position is not just a management role but will require hands-on activities to effectively troubleshoot, analyze, and resolve issues in a timely manner. .
The Desktop Support team is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person, hands-on help at the desktop level.