Technical Support Analyst

The Role

At MarketAxess a Technical Support Analyst will aid in managing the in-house desktop environment as part of our Global Technical Services team. You'll also get a chance to liaise with and help by "following the sun model" with approximately 850 total remote and in-location users worldwide.

How You’ll Help Take Us There

• Provide 1st & 2nd line helpdesk support to users, assist them with hardware and software problems via phone, Slack, email and Incident Management ticketing system
• Assist with new PC / Laptop deployment
• Manage upgrades and roll-outs to software
• Assist with the purchase of client equipment
• Microsoft O365 tenant management
• Support users remotely and in the office
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership and be pro-active when dealing with user issues.
• Log all calls in the call logging system
• Support users in the use of computer equipment by providing necessary training and advice
• Escalate more complex calls to the relevant infrastructure department
• Notify relevant staff to arrange for external technical support where problems cannot be resolved in house
• Perform moves, adds changes of users
• Update client configuration files
• Build PCs
• Carry out in-house system testing
• Be responsible for in-house system back-ups

What We’re Looking For

• 1+  Desktop Support experience
• Strong working knowledge of Microsoft based operating systems and products
• Strong working knowledge of MacOS based systems
• Experience with Office 365 Administration
• Experience with Jamf administration
• Experience with Exchange Server Administration (2016/2019)
• Basic understanding of PC hardware set-up and configuration
• Flexible, pro-active approach
• Bachelor’s degree

What You Can Expect from Us

In addition to working on cutting edge technology and in our culture of innovation, collaboration, and openness, we offer:

• Hybrid Environment: Our employees enjoy a mix of working in the office and from home
• Free Food: We provide free lunch for employees when they are working in the office. Plus, our offices are stocked with snacks.
• Paid Time Off: Competitive PTO package including vacation and personal days, sick leave and charity days
• Generous Parental Leave: Up to 20 weeks fully paid leave
• 401(k): Dollar-for-dollar employer match up to $10K
• Employee Stock Purchase Plan: Employees can purchase MarketAxess common stock at a discount
• Wellness Stipend: We provide employees with up to $1K annually towards gym memberships, home office equipment and more
• Onsite Healthcare: We offer convenient access to world-class care through Mount Sinai at our Hudson Yards location (should only have this for NY jobs)
• Tuition Assistance and Professional Training: Benefit from on-demand learning, boot camps, and opportunities to attend conferences
• Core benefits: Highly competitive medical, dental, and vision programs

For job positions in NYC, NY, and other locations where required, the estimated salary range for a new hire into this position is $70,000 USD to $90,000 USD. Actual salary may vary depending on job-related factors, which may include knowledge, skills, experience, and location. You may also be eligible for annual cash incentives, equity and other benefit programs.

MarketAxess Corporation and its affiliates provide equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status or any other legally protected characteristic in the location in which the candidate is applying.

All of your information will be kept confidential according to EEO guidelines.