End User Support Engineer

• Serve as the dedicated weekend point of contact for the New York office, providing first-line support via phone, email, and chat with a strong sense of urgency.

• Identify, triage, diagnose, and resolve complex, time-sensitive technical issues across hardware, software, user accounts, trading systems, operating systems, and mobile devices.

• Provide white-glove, high-touch support to end users, including traders and senior executives (tickets, email, and phone).

• During quieter weekend periods, monitor the ticket queue, perform cleanup, and follow up with users to keep the queue current.

• Deliver high-availability technical support in a fast-paced hedge fund trading environment, ensuring rapid incident response, proactive monitoring, and real-time troubleshooting of critical systems.

• Escalate incidents as needed and coordinate with internal IT teams and third-party vendors to drive timely resolution.

• Partner with distributed teams across APAC, EMEA, and the US to maintain around-the-clock coverage and hand off open issues between regions.

• Assist with mobile device enrollments and support new-hire onboarding as needed.

• Maintain detailed documentation to support proactive problem management.

This End User Support Engineer provides technical support and administration for internal end-user software, hardware, and connectivity. We seek a proactive, motivated technical professional who can operate independently and collaboratively within a broader global team. This is a newly created role dedicated to weekend coverage, ensuring the firm’s traders and staff always have responsive support while relieving the broader team from weekend rotation. Users in the New York office, particularly on the trading side, expect issues acknowledged and addressed immediately, so a strong sense of urgency and a polished, professional approach are essential.

Given the fast-paced trading environment and the sensitive nature of the financial services industry, this is a fully onsite role based in New York City (Midtown Manhattan), including weekend days., * Bachelor’s degree (BS/BA) and/or 5+ years of relevant technical support experience preferred.

• Proven experience delivering white-glove support to senior leadership and VIP users in high-availability environments with a zero-downtime mindset.

• Strong expertise troubleshooting desktop hardware, peripherals, and printers.

• Experience with Microsoft Intune, including device enrollment, configuration profiles, compliance policies, application deployment, and endpoint security across Windows, macOS, and mobile (iOS/Android) environments.

• Solid understanding of mobility and remote access technologies, including Windows laptops, MDM solutions, MFA, VPN, and remote connectivity.

• Proficiency supporting Microsoft Windows 10/11 operating systems.

• Advanced troubleshooting skills across Microsoft Office applications (Outlook, Excel, Word, PowerPoint, OneNote, and add-ins).

• Working knowledge of Azure AD (Entra ID), DNS, DHCP, Microsoft Exchange, and TCP/IP networking.

• Experience supporting VDI and/or Citrix environments a plus.

• Strong troubleshooting capabilities with collaboration tools, messaging platforms, video conferencing systems, AV technology, and conference room equipment.

• Demonstrated professionalism with exceptional customer-service skills, including responsiveness, attention to detail, composure, and follow-through.

• Full-time, five days per week on a weekend-inclusive schedule: Saturday and Sunday plus three weekdays, with two weekdays off (ideally Wednesday and Thursday).

• Fully onsite every day, including weekends.

• Weekend shifts run approximately eight hours and are typically lighter than weekday support hours.

• Flexible: weekend coverage can be swapped with a teammate when something comes up.

• New hires ramp for roughly three months before taking on independent weekend coverage, allowing time to learn the environment, gain access, and get to know the user base.

Perks:

• Free catered breakfast, lunch, and snacks on weekdays; fully stocked on-site kitchens with snacks and beverages available every day

• Career progression and high visibility

• Company name recognition

Our close client is a global, multi-billion-dollar investment firm built around world-class talent, cutting-edge technology, and endless growth opportunity. For over 30 years, their financial services have consistently delivered exceptional results to leading investors worldwide.

With offices in Chicago, New York City, Miami, London, and Hong Kong and over 2,000 employees, they are in search of a full-time End User Support Engineer to provide dedicated weekend coverage for their New York office.