Incident Technician

Key Responsibilities:

• Technical Support:
• Troubleshoot and resolve software and hardware issues
• Provide technical support for in-house, third-party, and market data applications
• Assist with operating system, driver, and firmware support
• Configure and maintain home and remote work setups

• Infrastructure Management:
• Manage hardware inventory and procurement
• Maintain IT rooms and equipment
• Support office moves, relocations, and decommissioning
• Perform basic network tasks, such as cable patching

• User Support:
• Provide timely and effective user support via various channels (email, phone, chat)
• Assist with onboarding and offboarding processes
• Evaluate user needs and recommend appropriate solutions
• Train users on new technologies and processes

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• Incident Management:
• Log, track, and resolve incidents and service requests
• Escalate issues as necessary and communicate status updates
• Proactively monitor systems and identify potential problems

• Additional Requirements:
• Participate in on-call rotation for after-hours and weekend support
• Stay current with technology trends and industry best practices
• Adhere to company policies, procedures, and security standards
• Work collaboratively with other IT teams and business units

• Required Skills and Experience:
• Strong knowledge of IT hardware and software
• Experience with troubleshooting and problem-solving techniques
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong customer service orientation

• Additional specific technical skills preferred, such as:
• Operating systems (Windows, macOS)
• Network protocols (TCP/IP, DNS, DHCP)
• Security best practices
• Scripting languages (PowerShell, Python)
• ServiceNow
• JIRA, Kanban