Senior Engineer, Desktop Support

Senior Engineer, Desktop Support

Greenwich

Posted 18 Days Ago

BAM is seeking a Senior Desktop Engineer to join our Technology Solutions and Enablement team. This individual will provide high-touch technical support to employees across global offices, including remote users and executive leadership, while helping to improve the reliability, consistency, and scalability of the firm’s desktop environment.

This role is ideal for a strong technical support professional who combines excellent troubleshooting skills with a service-oriented mindset, sound judgment, and a focus on continuous improvement. The Senior Desktop Engineer will serve as an escalation point for complex end-user issues and partner closely with infrastructure, networking, security, workplace technology, and application support teams.

Key Responsibilities

• Provide advanced desktop and end-user support for employees across global offices, including remote staff and executive leadership
• Serve as an escalation point for complex technical issues impacting user productivity, endpoint performance, communications, mobility, and virtual desktop environments
• Support Windows 10/11, Microsoft 365 applications, Exchange Online, Active Directory, and related end-user technologies
• Support physical and virtual endpoint environments, including laptops, workstations, thin clients, and VDI platforms
• Troubleshoot and support Citrix Cloud and Microsoft Azure VDA/VDI environments
• Support enterprise collaboration and communications platforms, including Cisco VoIP, Cisco Webex, Zoom, Neat, Poly, Cisco Unified CM, and Cisco Unity Connection
• Support iOS and Android mobile devices through enterprise mobility and endpoint management platforms such as Microsoft Intune
• Support business-critical market data applications, including Bloomberg Anywhere and Bloomberg Terminal
• Diagnose and resolve basic network and connectivity issues, including VPN, DNS, DHCP, latency, and remote access challenges
• Manage incidents and service requests through JIRA Service Desk, ensuring timely follow-up, accurate documentation, and high-quality resolution
• Maintain accurate asset inventory and support lifecycle management for desktop hardware and related equipment
• Support employee onboarding, offboarding, office moves, desk setups, and office technology refresh initiatives
• Create and maintain technical documentation, knowledge articles, and standard operating procedures
• Identify recurring issues and contribute to process improvements, root cause analysis, and support standardization
• Use scripting and automation where appropriate to improve efficiency and consistency
• Partner effectively with cross-functional technology teams to resolve incidents and deliver operational improvements
• Mentor junior team members and help promote strong support practices across the team

Qualifications

Required Qualifications

• 8-10 years of desktop support, endpoint engineering, or end-user technology experience in a hedge fund, asset management, financial services, trading, or other fast-paced enterprise environment preferred
• Strong hands-on experience supporting Windows 10/11, Microsoft 365, Exchange Online, and Active Directory
• Proven ability to troubleshoot and resolve complex desktop, application, and user support issues independently
• Experience supporting remote users, mobile devices, and virtual desktop environments
• Strong customer service orientation with excellent written and verbal communication skills
• Strong problem-solving ability, attention to detail, and sense of ownership
• Ability to manage multiple priorities and work effectively in a high-touch, fast-paced environment
• Sound judgment in issue escalation, prioritization, and stakeholder communication

Preferred Qualifications

• Experience with Citrix Cloud and Microsoft Azure VDA/VDI
• Experience with Microsoft Intune, SCCM, or other endpoint management platforms
• Experience with PowerShell, scripting, automation, or software packaging
• Experience supporting Cisco voice and conferencing technologies
• Experience supporting Zoom, Neat, and Poly collaboration platforms
• Experience supporting Bloomberg Anywhere, Bloomberg Terminal, or similar market data tools
• Experience providing executive support
• Experience supporting office buildouts, relocations, or technology refresh programs

What You Bring

• A strong service mindset and commitment to delivering an excellent end-user experience
• The ability to stay calm and effective under pressure
• Strong technical troubleshooting skills across a broad range of end-user technologies
• A collaborative approach and willingness to partner across teams
• Accountability, follow-through, and strong attention to detail
• A continuous improvement mindset with interest in automation, documentation, and operational excellence

Additional Information

• This role may require travel to BAM office locations as needed
• The position supports a global user base and may require flexibility to meet business needs
• This role requires a minimum of 50 hours in the office, 5 days per week.
• Candidates must be able to lift 50 lbs.