Desktop Support Technician – Trade Floor (Level 3)

About the role

We are seeking a senior Desktop Support Technician to join our Site Services team on the trading floor. This Level 3 position provides advanced, high‑quality technical support in a fast‑paced trading environment, acting as the single point of contact for complex desktop and network issues.

Key responsibilities

• Deliver expert 1st and 2nd line desktop support for desktops, laptops, mobile devices, AV systems and printers.
• Serve as escalation point for complex technical problems and mentor junior staff.
• Collaborate with remote network engineering teams to troubleshoot connectivity, performance and configuration issues.
• Assist with network device fixes (switches, routers, firewalls, wireless APs) under remote guidance.
• Participate in IT projects such as network upgrades, AV deployments, system refreshes and application roll‑outs.
• Log, update and close tickets in ServiceNow with high accuracy.
• Identify root causes of recurring issues, create knowledge‑base articles and maintain technical documentation.

Required profile

• Senior‑level experience providing desktop support in a high‑pressure environment.
• Strong customer‑service orientation and excellent communication skills.
• Ability to work independently and coordinate with on‑shore and off‑shore teams.
• Commitment to confidentiality, security and compliance standards.

Required skills

• ServiceNow ticketing platform.
• Network troubleshooting and familiarity with switches, routers, firewalls and wireless access points.
• AV equipment installation, configuration and maintenance.
• Desktop and laptop hardware support, including mobile devices and printers.
• Use of network monitoring tools for traffic analysis and performance tuning.