Position

MIO is seeking a professional and motivated candidate to join our IT Team as a Senior Tech Support Engineer. The position entails providing day-to-day end user support, fielding escalations, and improving the engineering of our end user technology with the highest level of service in mind. A successful candidate will be hands-on and execute end user projects and tasks, including those related to hardware refreshes, Windows imaging, asset management, mobile devices, AWS Workspaces, Active Directory, Group Policies, and video and teleconferencing. The Senior Tech Support Engineer will serve as a direct escalation point to the other members of the End User team and continuously look to improve on processes and procedures currently in place. This is a full-time, permanent opportunity based in New York City. The new hire will be expected to work on-site at our offices at least 3 days per week.

Primary responsibilities

The successful candidate will have strong experience working with end users working in-person and remotely. The Senior Tech Support engineer will be a highly ambitious individual who can provide white-glove service and support to our users, engineer automated processes in software deployments, images, and security-based tasks. This individual will be responsible for continuously improving procedures for the team and MIO’s end users. In addition, the Senior Tech Support Engineer should be known as a team player who will have the ability to transfer knowledge and facilitate growth within the team.

• Provide white-glove IT support to C-level associates, Partners, management, and end users
• Maintain software updates, vulnerability protection, security settings, knowledge bases, and frequently asked questions resources to aid in problem resolution
• Maintain “incidents and problems” ticketing system with rigorous attention to SLAs and end user communication
• Resolve physical and virtual computer issues (connectivity, performance) and printer issues (local, network)
• Perform support on: Windows 10 laptops, Office 365, Active Directory, Okta; including SAML integration and onboarding, Bloomberg and AWS Workspaces
• Provide on call support in the event of user issues after hours or on weekends as needed
• Administer Audio/Video hardware troubleshooting and maintain relationship with A/V vendor
• Provide recommended hardware, software, and peripheral solutions that meet the needs of our users
• Engage a broad range of stakeholders across the organization including Front & Middle Office, Product Control, Risk Management, Back Office, Front Office, and other App Support teams
• Adhere to established information security standards and procedures

Primary responsibilities estimated percentage:

• 50% providing white-glove end user support, troubleshooting, and serving as an escalation point to the end user team
• 50% Projects, implementations, deployments, procurement planning

Desired background

• At least 5-8 years of experience in a desktop support role with a financial services organization, performing desktop/network troubleshooting, diagnostics, research, and evaluation; experience working with a trading desk a plus
• Demonstrated subject matter expertise in Windows, mobile device management, Group Policies, automation, and PowerShell scripting
• Working knowledge of Networking, DNS, Internet Infrastructure, and IP informational tools
• Advanced Troubleshooting skills with various hardware (laptops, iPads, iPhones, printers. Crestron A/V equipment)
• Excellent communication skills and the ability to interact with professionals at all levels of seniority
• Passion for customer service and supporting our clients’ needs

Certain US states require MIO Partners, Inc. to include a reasonable estimate of the salary range for this role. A reasonable estimate of the range for new joiners for this role in the United States is $115,000-$115,000. Actual salaries may vary and may be above or below the range based on various factors, including, but not limited to an individual’s assigned office location, experience, and expertise. Certain roles are also eligible for bonuses, subject to MIO’s discretion and based on factors such as individual and/or organizational performance. Additionally, MIO offers a comprehensive benefits package, including medical, dental and vision coverage, telemedicine services, life, accident and disability insurance, parental leave and family planning benefits, caregiving resources, a generous retirement program, financial guidance, and paid time off.