Tech Support Engineer

Job Overview

We are seeking a Tech Support Engineer to join our Information Technology team at Millennium, a global alternative investment firm.

Responsibilities

• Deliver high-quality technical support to employees via phone, email, and in person, ensuring reliable helpdesk and phone coverage.
• Manage daily helpdesk operations in ServiceNow, including incident and problem workflows, ticket oversight, and timely resolution.
• Build, deploy, and support desktop workspace kits, including workstations, thin clients, monitors, phones, mobile devices, and peripherals.
• Execute moves, adds, and changes across end-user hardware and office technology setups as needed.
• Create and maintain technical documentation and contribute to knowledge sharing across the team.
• Identify service gaps and process inefficiencies, and drive automation and continuous improvement initiatives that enhance the end-user experience.
• Triage and escalate high-priority issues appropriately, using strong judgment in a fast-paced support environment.
• Contribute to and lead local, regional, and global IT projects while supporting the broader Technical Support and End User Services team.

Requirements

• Bachelor’s degree in Computer Science or a related field.
• 5+ years of enterprise-level technical support experience, ideally within financial services and including trade-floor support.
• Strong analytical and problem-solving skills, with experience using PowerShell, Python, or other scripting languages.
• Familiarity with AI prompting and AI agents for automation or decision support; experience with Claude Code and Copilot is a plus.
• Deep knowledge of Microsoft Windows, Windows infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, Citrix, modern authentication, and printing technologies.
• Solid understanding of PC hardware, mobile technologies including Microsoft Intune, Android and iOS, and collaboration tools such as Webex, Zoom, and Teams.
• Excellent written and verbal communication skills, with a methodical approach to troubleshooting and a strong focus on service quality.
• A proactive, team-oriented mindset with strong time management skills, adaptability under pressure, and willingness to provide night, weekend, on-call, and light travel coverage.