Desktop Support Engineer
iCapital Network’s mission is to power the world’s alternative investment marketplace. Our financial technology platform has transformed the way alternative investments are bought and sold through the development of tech-based solutions for advisors, their high-net-worth client base, asset managers and banks. Our flagship platform offers advisors and their clients access to a curated menu of private equity and hedge funds at lower minimums with a full suite of due diligence and administrative support in a secure digital environment. Asset managers and banks leverage iCapital Network’s tech-enabled services to streamline and scale their private investments operational infrastructure. iCapital was recognized in the 2018, 2019 and 2020 Forbes FinTech 50 which highlights the top 50 innovative financial technology companies that are transforming finance through technology. As of December 31, 2019, iCapital Network services more than $46.6 billion in invested capital across more than 100,000 underlying accounts. Visit www.icapitalnetwork.com for more information.
The founders and executive management team are highly accomplished industry executives who have raised billions of dollars, with proven track records in investing, building companies and managing rapid growth. The Company is well-capitalized, backed by its founders and a prominent group of strategic partners.
Our culture is highly entrepreneurial, requiring high energy and commitment, and focused on building a best-in-class Company that is highly scalable. See the Company website at http://www.icapitalnetwork.com for more information and bios of our entire team. iCapital has a collaborative culture emphasizing teamwork and is committed to being a great place to work and build a career.
We are seeking a Desktop Support Engineer who will be responsible for providing technical support to users for desktop systems software, hardware and network issues .
Location: Greenwich CT / NYC
Job Duties
- Provide support for 200+ users
- Be diplomatic and customer service focused while managing key stakeholders in a positive, poised and effective manner
- Provide day-to-day support, ensuring effective and efficient operation of the firm’s corporate computing environment; including PCs, laptops, telephones, mobile handhelds, A/V systems, and other peripherals (printers/scanner/projectors)
Hours of operation:
- Regular business hours supporting in-office employees
- Remote users support with on-call responsibilities
- After hours (evenings & weekends) testing support for environment upgrades/modifications/projects
Qualifications & Requirements
- Minimum 7+ yrs. hands on experience as deskside/Onsite support/local IT engineer
- Strong troubleshooting skills for end user computing issues – diagnose, troubleshoot & resolve issues with desktops, laptops, VoIP telephony, etc
- SharePoint and OneDrive experience are a plus
- Strong troubleshooting skills with Mobile Devices & Handhelds (iPads, iPhones & Android Devices), setup, activation and performance issues.
- Strong understanding of Audio/Video equipment and conference room setup. Experience in support Town Halls, Board Meetings, Executive Customer Meetings
- Broad experience of IT with understanding of Networks, Servers and Telecoms
- Experience managing incidents, requests, and maintaining SLAs.
- Ability to manage IT / Desktop initiatives and organize projects
- Solid technical and analytical skills required
- Strong customer service skills. Needs to be diplomatic and customer service focused; ability to manage key stakeholders in positive, poised and effective manner
- Proven experience effectively communicating issues/challenges and solutions to the business
- Ability to work independently and take ownership
- Strong written and verbal communication skills
- Bachelor’s degree or comparable work experience