Incident Technician

Incident Technician

The Incident Technician is a Tier 2 support role that receives escalations from the global service desk. This role primarily troubleshoots and diagnoses software issues for internally developed, third-party, and market data applications, including firmware or OS drivers that enable desktop hardware functionality. Incident Technicians also perform troubleshooting on desktop hardware and mobile devices.

Additionally, Incident Technicians are a vital part of the Incident Management workflow, proactively identifying and communicating trends and significant problems cross-functionally. They are also responsible for contributing to the creation and maintenance of knowledge base articles that serve as a valuable resource for training global service desk agents, enabling them to troubleshoot problems and resolve issues independently.

All IT Incidents and Service Requests must be recorded and managed in the global ticketing system and executed in compliance with the PPM.

Key Responsibilities

• Software installation.
• Financial/Banking experience is a must.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from the helpdesk for application support, including in-house, third-party applications, and market data applications.
• Provide support for operating system drivers, software, and firmware.
• Provide support to users for home connections and work-from-home setups (corporate laptop or personal laptop + virtual machine).
• Ensure that company policies and procedures are followed, communicated, and adhered to.
• Create and maintain support documentation.
• Interact with other support groups (local and global) across multiple platforms.
• Record and manage all Incidents and requests in the ticket-tracking system.
• Proactively inform management of trends, significant problems, and expected delays.
• Participate in a rotating on-call schedule, providing after-hours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive across multiple communication platforms, such as email, Microsoft Teams, Skype, Symphony, Jive, etc.