Description
End User Support Engineer
About Millennium Millennium is a global, diversified alternative investment firm, founded in 1989. Defined by evolution, innovation and focus, Millennium's mission is to deliver results for our investors.
What You'll Do
- Deliver high-quality, courteous, and professional technical support to end users, resolving issues promptly and effectively.
- Support daily helpdesk operations, including maintaining appropriate telephone coverage and ensuring tickets are assigned and progressed without delay.
- Identify high-priority incidents and manage them in line with established escalation processes.
- Partner with the team to troubleshoot and resolve technical issues using a logical, methodical approach.
- Identify and drive opportunities to improve end-user services through the practical use of AI technologies, while staying current on developments in the AI space.
- Develop and maintain technical documentation and share knowledge to strengthen team capability and service consistency.
- Identify process gaps and improvement opportunities, recommending and supporting enhancements to procedures and Infrastructure automation.
- Contribute to local, regional, and global IT projects and support the wider team's day-to-day activities with professionalism and technical expertise.
What You Bring
- At least three years of enterprise IT support experience; experience supporting a financial-services environment and trade floors is preferred.
- Strong troubleshooting, analytical, and problem-solving skills, with the ability to assess situations quickly and adapt effectively.
- Proficiency in developing and refining AI prompts, with experience using AI agents to automate repetitive work or generate business insights.
- Working knowledge of Microsoft Windows and Windows infrastructure, including DNS, DHCP, TCP/IP, Microsoft Office, Citrix, RSA, Bloomberg, and printing technologies.
- Knowledge of PC hardware, technical standards, remote-user support, and mobile technologies, including BES, Microsoft Intune, Android, and iOS.
- Experience supporting Cisco IP phones, Webex video conferencing, and ITIL-based service-management processes; ITIL certification is a plus.
- Excellent written, verbal, interpersonal, and customer-service skills, with the tact and diplomacy to support a broad range of users.
- Ability to work independently and collaboratively in a fast-paced environment, prioritize competing demands, manage time effectively, and proactively improve processes.