Only H4EAD, USC, GC
Deliver high-touch, 1:1 whiteglove End User Services engineering across the San Francisco , with focus on trader workflow continuity, rapid restoration, and professional stakeholder management. Operate at L2/L3 depth, resolve complex issues, reduce repeat incidents, and improve service stability while maintaining a premium end-user experience.
Required Technical Skills
Skill Area
Description
Trading Application Support
Experience supporting trading platforms, market data tools; strong incident triage; latency and performance troubleshooting.
AV/VC Support
Support for AV, Teams, multi‑monitor setups, cameras, mics, docking stations; root‑cause troubleshooting.
Microsoft Endpoint Management
Intune compliance, policy, app deployment; Autopilot basics; device registration troubleshooting.
Azure/Entra ID Fundamentals
Device identity, authentication flow, Conditional Access awareness, MFA troubleshooting.
Office 365 Suite
Advanced Outlook/Teams/OneDrive troubleshooting including profiles, indexing, add‑ins, connectivity.
Windows 10/11
Drivers, profiles, performance, printing, BitLocker recovery.
Mobile Device Support
MDM onboarding, Apple Business Manager, DEP, iOS expertise.
Non‑Negotiables
- Trader support experience in front‑office/high‑pressure environments.
- Whiteglove/concierge support for senior stakeholders and VIPs.
- Degree in Computer Science or equivalent demonstrable experience.
- Tuesday – Thursday (Local in office) in San Francisco; shift pattern 07:00 – 15:00 Local , time. (On demand dispatch for Monday and Friday).
- User‑first mindset prioritising end‑user experience.
Whiteglove & VIP Service Capabilities
- Concierge‑style, proactive, calm and discreet engagement.
- Support for 13 VIP users with extended Technical Valet expectations.
- Rapid response, frequent status updates, and pre‑emptive checks.
- Clear communication: expectation‑setting, plain‑language updates.
- Professionalism in sensitive environments.
Day‑to‑Day Responsibilities
- Provide desk‑side and remote whiteglove support with VIP prioritisation.
- Triage and resolve L2/L3 incidents across trading apps, AV, Office, Windows, and Intune‑managed endpoints.
- Maintain high‑quality communications and ticket updates.
- Work with app owners, infra teams, and vendors as needed while maintaining ownership.
- Identify recurring issues, propose fixes, and contribute to service improvement.
Pay: $40.00 - $45.00 per hour
Work Location: In person
