> Markdown version of [/jobs/ext/586390-deskside-support-engineer](https://www.wearedevelopers.com/jobs/ext/586390-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). --- # Deskside Support Engineer - **Company:** Aptlogix LLC - **Location:** San Francisco, CA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** FactSet, Microsoft Access, Microsoft Windows, Active Directory, Artificial Intelligence, JIRA, Collaborative Software, IP Pbx, Virtual Private Networks (VPN), Citrix Systems, Windows Desktop, Data Logging, Servicenow - **Published:** June 22, 2026 - **Apply:** https://www.dice.com/job-detail/efdc022a-d467-4136-a3df-5aa64dd0e5de ## About the Role 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 ServiceNow, Jira or equivalent Incident prioritization based on investment business impact Knowledge of SLA-driven support in financial environments Soft Skills 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 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. 2 Front Office & VIP Support Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers. Prioritize issues impacting market data feeds, order execution, and pricing systems. 3 ITSM Process Excellence Manage incidents and service requests via tools such as ServiceNow or Jira with strict SLA adherence. Ensure accurate ticket logging, categorization (e.g., market data, trading, access), and resolution tracking. Follow ITIL processes, with focus on incident prioritization aligned to investment business impact. 4 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. 5 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. 6 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. 7 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 optimization aligned to asset management workflows. 8 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 - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Microservices architecture as a key element in building trading systems for global finance markets](https://www.wearedevelopers.com/videos/1196-microservices-architecture-as-a-key-element-in-building-trading-systems-for-global-finance-markets) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)