Support Analyst - Desktop

Location: London, Montreal & Bangalore; Bengaluru, Karnataka, India
Department: Technology

Position Overview:

Squarepoint is looking for a Desktop Support Analyst to support a global community of approximately 500 + users in a Windows environment. Candidate will interact onsite and remotely with users to provide support with workstation applications such as Microsoft Exchange/Outlook, Microsoft Office in an on premise or cloud-based solution; access control policies via Windows Active Directory; remote access assistance and hardware issues.

• Provide 24x5 support on-site and to a global community of approximately 500 + users as per business requirement;
• Provide on-call weekend support on a rotational basis;
• Manage raised requests and incidents in a timely manner following well-rehearsed internal request runbooks/knowledge based and incident management and request fulfillment processes;
• Partner with Level 2 & 3 internal and external teams/vendors as appropriate to help troubleshoot more complex incidents;
• Provide alert management to pro-active resolve failure alerts, degraded services and unavailable services through internal monitoring tools;
• Proactively automate common tasks to improve efficiency and increase productivity;
• Collaborate with internal and external teams to develop strategic solutions;
• Perform related duties & responsibilities as requested.

Required Qualifications:

• Detailed knowledge and experience in a Microsoft environment supporting Windows 10, Windows Server 2012+, Office Suite including Outlook, Office 365 and Azure, including OneDrive, DLP and SharePoint
• Detailed knowledge and experience with Active Directory, Group Policy, remote access solutions and software deployment
• Detailed knowledge and experience installing, troubleshooting and managing desktop hardware;
• Relentless dedication to customer service
• Works with minimum supervision, proactively follows up on outstanding issues/tickets
• Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively
• Strong analytical, prioritizing, interpersonal, problem-solving skills
• Strong verbal and written communication skills
• Demonstrated collaborative skills and ability to work well within a team
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail, deadlines and reporting
• Demonstrated interest in learning about new and emerging technologies
• Self-directed learner and ability to find solutions to problems they have not encountered before.
• Degree in Computer Science, Engineering or related field or experience.

Nice to have: 

• Powershell and Python;
• Network;
• Linux environment

The minimum base salary for this role is $100,000 if located in New York.  This expectation is based on available information at the time of posting.  This role may be eligible for discretionary bonuses, which could constitute a significant portion of total compensation.  This role may also be eligible for benefits, such as health, dental, and other wellness plans, as well as 401(k) contributions.  Successful candidates’ compensation and benefits will be determined in consideration of various factors.