• Service Desk Engineer

    Posted Date 3 months ago(5/1/2018 3:07 PM)
    Location
    UK-London
    Category
    Information Technology
    Experience Level
    Staff
    Shift (Days/Times)
    8AM to 5PM
  • Overview

    RFA (Richard Fleischman & Associates, Inc.) has been a Financial Cloud and trusted technology partner to our financial services clients for over twenty years. Offering a full range of technology solutions with global data center operations, RFA serves the IT needs of businesses including hedge funds, private equity funds, fund of funds, private wealth management and alternative asset management firms. RFA offers a full range of technology solutions supported by our industry-leading service. Whether clients require on-site or cloud-based solutions, telephony or data systems, fully-managed IT or project management, RFA has the expertise to meet the industry-specific needs of our clients. RFA is headquartered in New York City with operations in New York, Connecticut, Boston, MA, and London.

     

    Bringing together the combined resources of a seasoned executive team, over 175 carefully-selected technicians and a trusted group of partner companies, RFA delivers scalable, reliable and secure technology infrastructure to our clients. Over 520 firms rely on RFA to provide enterprise-grade technology solutions and support to keep their businesses running smoothly.

     

     

    This position will provide Client support for all desktop and server related issues via telephone and/or a remote location. In addition to staying abreast of industry trends and best practices, you will provide technical assistant to computer system users including problem assessment/resolution and software and hardware installation and configuration, when necessary.

     

    Our ideal candidate will be a solution-oriented administrator who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He/She will utilize their exceptional active listening, critical thinking and communication skills to resolve Client issues while promoting RFA’s brand as a client-centric, full-service technology provider.

    Responsibilities

    • Answer user inquiries regarding computer software and/or hardware operations to resolve client issues.
    • Troubleshoot Tier 1–3 issues, including Active Directory, Exchange & BES Server and DNS related issues.
    • Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
    • Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.
    • Resolve Client issues including referring major hardware and/or software issues or defective products to technicians for service.
    • Adhere to departmental procedures to ensure clients are kept well informed of ticket status and product availability in order to manage client expectation and ensure overall client satisfaction.
    • Perform other duties as assigned.

    Qualifications

     

    • 3+ years in a Client- interfacing Service Desk/Systems Administrator role.
    • Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.
    • Able to use logic/reason to identify strengths and weaknesses of alternative solutions and apply most effective resolution methodology.
    • Excellent active listening, and written and verbal communication skills.
    • Able to demonstrate a sense of urgency while acting in a professional, calm manner ensuring excellent Client support.
    • Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti Virus; some back-end knowledge is preferred.
    • Able to stay abreast of changes and updates in relevant technologies.
    • Financial Service Support experience preferred.
    • 2 year degree or equivalent experience.

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