Desktop Engineer

Overview

Susquehanna is a global quantitative trading firm powered by scientific rigor, curiosity, and innovation. Our culture is intellectually driven and highly collaborative, bringing together researchers, engineers, and traders to design and deploy impactful strategies in our systematic trading environment. To meet the unique challenges of global markets, Susquehanna applies machine learning and advanced quantitative research to vast datasets in order to uncover actionable insights and build effective strategies.

By uniting deep market expertise with cutting‑edge technology, we excel in solving complex problems and pushing boundaries together.

Susquehanna is looking for a London Support Engineer, who will join our existing London Support team responsible for supporting all teams in Susquehanna’s London office which is primarily a highly advanced trade floor. This is a very demanding and varied environment that covers a range of user services for all Susquehanna’s London employees.

• Telecommunications support (including IPC Turret, Cisco Phone, and mobile support)
• Desktop Support (SCCM Builds, all hardware and software support)
• Application Support (desktop trading apps, BBG Terminals, Office)
• Web conferencing and AV administration and support
• Coordinate and support all visitors, moves and onboarding
• Inventory Management
• Printing Support

This role involves working in an energetic, dynamic, and fast‑paced environment providing full support for all employees in London. You will display strong technical ability when making critical support judgments while working under pressure. As a member of the London Support team, you will participate in early‑morning and late‑evening shifts and may also be requested to support out‑of‑hours work where required.

You will collaborate with teams locally, in the Dublin office, and across other offices globally to provide excellent support and services to the business.

• Provide 1st and 2nd level support – working closely with the software development teams and system architects to provide essential primary support for all desktop software and hardware systems – using tools such as Jira, Confluence, Splunk, Win Dbg,  and Wireshark.
• Continuous evaluation and improvement of support procedures, development and implementation of required/agreed tools and associated runtime environments.
• Interact with various internal IT support functions to troubleshoot and resolve problems as they happen.
• Liaise with technology teams in Ireland, the US and/or external vendors as required.
• Maintain our Knowledge Base and ensure all relevant run books are up to date.

• 3+ years providing desktop support for software and hardware systems.
• Development or trading user support experience is beneficial.
• Excellent working knowledge of Windows desktop OS Win 10 64‑bit.
• Ability to monitor and diagnose desktop issues.
• Ability to modify the system registry for configuring the Windows operating system.
• Power Shell scripting would be an advantage.
• BSc in a technical discipline or equivalent experience.
• Experience working with SCCM would be an advantage.
• Excellent knowledge of MS Office (2003/2010/2016/O365), in particular Excel.
• Strong knowledge of Active Directory.
• Strong working knowledge of peripherals, printers, graphics cards.
• Hardware experience (KVM switches, multiple screens set‑up {4x 4k screens}, ability to replace components such as graphics cards, CPUs, etc.).
• BSc in a technical discipline or equivalent experience.

• Initiative – proven record of seeking continuous improvement and implementing best practice in a technology environment.
• Ability to work under pressure and tight deadlines.
• Self‑motivated and creative.
• Strong communication (verbal and written) – ability to convey technically complex subjects in a clear and concise manner.
• Attention to detail – thorough in work carried out.
• Interpersonal – friendly and approachable.
• Teamwork – working together to meet deadlines.
• Excellent time management, organization and prioritization skills.
• Flexibility – all members of the team participate in early‑morning and out‑of‑hours support schedules.
• Desire to learn and improve skills and knowledge.