Job Description

The End User Support team is the face of Citadel’s employee experience and technology strategy, and the first responders for all technology issues. We support employee hardware and business-critical applications, including core services, third party applications, and custom-built software.  As a member of this team, you will have the opportunity to work with high-performing individuals and cross-functional partners to modernize, scale, and improve our core infrastructure and deliver operational and technological excellence.   

As an End User Support Engineer, you will provide technical support and administration for all internal end user software, hardware, and connectivity. We are looking for an entrepreneurial, self-directed technical expert that can work both independently and with the broader team.  Singularly focused on delivering a seamless technology experience for all of Citadel. The right candidate is focused on resolving a wide range of technology issues while providing top-tier customer service to our end users.   

Responsibilities: 

• Identifying, diagnosing, researching, tracking and resolving complex technical problems  
• Escalating issues and facilitating user assistance from third parties or other IT groups as needed  
• Providing excellent customer service experiences for all end users, traders and senior leadership 
• Working effectively in a cooperative and collaborative global team environment  
• Escalating, coordinating and managing incident response for critical firm-wide issues  
• Troubleshooting technology issues related to hardware, software, user accounts, trading environments, operating systems and mobility  
• Maintaining a senior level of knowledge and involvement in many aspects of Citadel's trading environment  
• Engaging in technical collaboration with other Infrastructure groups and business IT teams as appropriate 

What we’re looking for: 

• 6+ years of technical and functional experience in fast paced enterprise environment   
• Ability to prioritize work independently and deliver in a fast-paced environment. 
• Experience managing projects, executing team-based sprints, and balancing strategic workload with day-to-day operations. 
• Ability to effectively recognize and resolve technical issues quickly and systematically. 
• Expert knowledge of Windows, MacOS, Linux, iOS, Android 
• Expert knowledge of MDM enrollment, which include BYOD, and corporate device management 
• Functional knowledge of SAAS environments and how to integrate them, including SSO, Intune, Azure, and MS 0365 
• Functional knowledge related to Active Directory, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN 
• Functional knowledge of messaging platforms, collaboration, video conferencing tools (such as WebEx, MS Teams, Zoom), A/V issues, and conference room issues. 
• Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenure and seniority.