Branch Support Engineer

Branch Support Engineer

A global financial services firm offering investment banking, equities, fixed income, asset management, and wealth management solutions is seeking an experienced Branch Support Engineer. This hands-on role partners closely with the global desktop services team to deliver exceptional end-user support, contribute to strategic initiatives, and enhance technology performance across a high-pressure trading environment.

The ideal candidate is a motivated, solutions-driven professional who thrives in dynamic settings and is eager to grow while working with cutting-edge technologies. This position offers extensive exposure to business stakeholders, technology partners, and global initiatives.

Key Responsibilities

Desktop & Infrastructure Support

• Provide daily hands-on support within a high-volume, fast-moving financial services environment.
• Manage the implementation, maintenance, and support of all desktop technology—including hardware, software, telephony systems.
• Deliver frontline and ancillary support for front-office and back-office applications.
• Support Citrix/VDI environments and assist with onboarding new applications and technologies.
• Monitor desktop infrastructure performance and recommend enhancements to improve stability and efficiency.

Operational Ownership & Incident Management

• Oversee all desktop operations for the assigned office or coverage area.
• Diagnose and resolve issues efficiently in close collaboration with Engineering and Application Support teams.
• Act as Incident Manager during outages, ensuring timely escalation and communication to global and local leadership.
• Coordinate and drive local initiatives, vendor relationships, hardware lifecycle management, and service requests (e.g., RMAs, new equipment, desk moves).

Collaboration, Projects & Governance

• Build strong relationships with business units and serve as a trusted technical partner and advocate.
• Participate in IT Management meetings to discuss issues, projects, and strategic direction.
• Support global initiatives with cross-functional teams (Application Support, Facilities, Infrastructure/Engineering).
• Assist with application packaging, production certification, and SCCM deployments.
• Maintain thorough documentation for systems, applications, and scheduled maintenance.

Additional Technical Support Areas

• iPhone/iPad support via MobileIron MDM and Intune.
• Active Directory support.
• Printer/MFP management.
• Data Center rack-and-stack activities.
• Firewall/proxy support.
• BCP setup, configuration, and testing.
• Conference room and AV support.

Qualifications & Skills

• Bachelor's degree in Information Technology or related field.
• 3+ years of IT support experience within a financial services environment.
• Strong background in enterprise desktop support with deep knowledge of Windows 11 and Office 365.
• Excellent communication, presentation, and interpersonal skills.
• Solid understanding of network architecture and client/server technology.
• Demonstrated problem-solving ability and willingness to learn new technologies.
• Experience supporting technologies including: Windows 11, macOS, IPC turrets, Cisco VoIP phones, HP desktops & laptops, VDI, iPhones/iPads, printers/MFPs.
• Experience in DEX & AI toolsets is a plus but not required.
• Highly organized, detail-oriented, and capable of working independently.
• Willing to work off-hours or weekends as business needs require.