Castleton Commodities International LLC

Senior Support Engineer Lead

Information Technology
Regular Full-Time


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.


  • Ability to perform project-based work, execute project plans, and meet deadlines is required.
  • Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
  • Must have a thorough understanding of automation techniques and desktop standards on an enterprise scale.
  • Must have a very organized work ethic and the ability to support desktop standards and processes.
  • Self-starter, able to work on an individual basis as well as in a team.
  • Provide mentoring to team members, striving to raise the bar of the skill level of the organization.
  • Ability to work independently in a fast-paced environment, handle multiple tasks and prioritize workload
  • Ability to interface with all levels of employees in a professional manner both via telephone and in-person as well as to interface with local (and visiting) senior management
  • Excellent verbal and written communication skills
  • Perform Level 1 and 2 support as required: handle incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Build rapport and elicit problem details from customers.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Ability to stay calm under pressure.
  • Being able to handle a fast-paced environment (dealing with traders,etc)
  • Eagerness to learn.
  • Excellent and friendly attitude when dealing with customers.
  • Should possess a positive, flexible attitude and a strong work ethic.
  • Windows 7 and Office experience is important, knowing how to troubleshoot those applications
  • Mobile device experience
  • Working technical knowledge of network, PC, and platform operating systems.
  • Strong software and hardware troubleshooting experience.
  • Experience documenting and maintaining configuration and process information.
  • Good understanding of the organization’s goals and objectives.
  • Develop, document, and maintain policies, procedures and associated training plans for system administration and appropriate use.




  • High school diploma required, College Degree in computer science or information technology preferred




  • Technical experience performing desktop support, including troubleshooting workstation and operating system problems and repairing hardware.
  • Experience in engineering desktop solutions for entire organizations (design, deployments) preferred.
  • Experience with office administration and data feed services (such as Reuters or Bloomberg) preferred
  • Previous experience in supporting trading users preferred.



  • Proficiency of Windows operating systems/applications and IBM compatible computer hardware
  • Familiarity with Windows 7 (or higher), Microsoft Office, Helpdesk Ticketing Systems
  • Ability to determine nature of hardware/software problems either via telephone or in-person and choose appropriate method of resolution
  • Experience with Windows Server 2003 and 2008 GPOs is desired.
  • Knowledge of Active directory 2008 is a plus
  • Experience with administration of communications assets (VOIP, PBX)


Equipment Used

  • Windows-based PCs, Workstations, Servers


Working Conditions

  • Requires occasional extensions of working hours, which may include weekends
  • Ability to move equipment/furniture weighing up to 50 lbs.
  • Views computer screen for prolonged periods
  • Must meet specified deadlines
  • Direct contact with internal and external personnel of all levels
  • Requires performing detailed/close-up work with wiring/cables requiring manual dexterity
  • May have to crawl under desks and stretch/stoop to make connections








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