> Markdown version of [/jobs/ext/2421619-l2-deskside-support-engineer](https://www.wearedevelopers.com/jobs/ext/2421619-l2-deskside-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L2 Deskside Support Engineer - **Company:** Pyramid Consulting Inc. - **Location:** Atlanta, GA, United States - **Experience:** Experienced - **Salary:** $41,600.0 - $43,680.0 - **Contract:** Temporary contract - **Skills:** FactSet, Microsoft Access, Microsoft Windows, Active Directory, Artificial Intelligence, JIRA, Collaborative Software, Virtual Private Networks (VPN), Citrix Systems, Windows Desktop, Data Logging - **Published:** August 20, 2026 - **Apply:** https://www.dice.com/job-detail/89562aca-ce47-4146-ae16-6b0d36ec8d07 ## About the Role * Must have skills: - END-USER SUPPORT, IT SUPPORT, TECHNICAL SUPPORT, IT TECHNICIAN, WORKSTATION SUPPORT * 4-8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services * Experience supporting portfolio managers, traders, and research teams * Exposure to market-sensitive, time-critical environments * Technical Skills * Strong Windows desktop and endpoint support expertise * Multi-monitor and high-performance workstation setup * Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.) * Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin) * Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI * Process & Tools * ITSM tools such as Client, Jira or equivalent * Incident prioritization based on investment business impact * Knowledge of SLA-driven support in financial environments * Strong stakeholder engagement * Ability to operate in high-pressure, market-driven environments * Excellent problem-solving and decision-making skills * Clear and confident communication under pressure * High level of ownership, attention to detail, and accountability ## Description * Service Delivery & Field Service Operations * Provide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams. * Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution. * Support time-critical incidents aligned to market cycles. * Take end-to-end ownership of issues, ensuring rapid resolution in high-pressure, revenue-impacting situations. * Coordinate with cross functional IT teams for priority issue resolution. * Support for back-office users and new joiner onboarding process. * Front Office & VIP Support * Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers. * Prioritise issues impacting market data feeds, order execution, and pricing systems. * ITSM Process Excellence * Manage incidents and service requests via tools such as Client or Jira with strict SLA adherence. * Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking. * Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact. * End-User Technology & Trading Floor Support * Install, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments. * Support multi-monitor configurations. * Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication. * Manage mobile devices and secure endpoints used for remote portfolio access. * Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms. * Investment Applications & Market Data Support * Provide basic L1 support for investment management applications like: * Bloomberg, Refinitiv (Reuters), FactSet, Aladdin (or similar platforms) * Order Management Systems (OMS) / Execution Management Systems (EMS) * Support Microsoft 365 and collaboration tools used for investment research and reporting. * Stakeholder & Relationship Management * Communicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios. * Provide real-time updates during critical incidents impacting portfolio or trading activities. * Build strong relationships with investment teams and operations stakeholders. * Ensure high user satisfaction through responsive and proactive support. * Continuous Improvement & Operational Efficiency * Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems. * Improve first-time fix rates for front-office issues. * Maintain and contribute to existing knowledge bases. * Support process optimisation aligned to asset management workflows. * GenAI Implementation * Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions. * Use AI-powered dispatch tools for optimized technician allocation. * Support automation in asset tracking and service reporting. * Drive adoption of AI-enabled deskside support tools to improve user experience. ## Related Videos - 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