Technical Support Engineer

**Technical Support Engineer**

**Location**:Auckland, NZ

**Salary**:Competitive

Join our team of expert engineers in the Options Support Team

**Working for Options**

Developing and engaging our people is a strategic priority for our business. We are looking for talented individuals to join our team and contribute to Options’ future growth and success.

**Who are we?**

Options is a leading managed services and IT infrastructure products provider to the global capital markets community. Founded in 1993, the company began life as a hedge fund technology services provider. Today over 200 firms globally leverage the Options platform, including the leading global investment banks, hedge funds and exchanges.

We currently employ over 450 employees worldwide and are continuing to grow across offices in New York, Chicago, Belfast, London, Cambridge, Hong Kong and Singapore.

**Why Options?**
- Global travel: We have offices in New York, Chicago, Toronto, London, Belfast, Dublin and across Asia.
- Continuous career development opportunities: We provide professional skills development and technical training.
- The chance to be a part of a self-sufficient, successful team: The Options team operates in a fast-paced environment with endless opportunities for innovation and forward-thinking.
- Competitive salary: In addition to a competitive salary, Options reward employees with a range of bonus incentives and employee benefits.

**The Role**

For this role we are looking for a Support Desk Analyst to provide first level support. This involves taking calls and handling incidents or service requests using the incident management system and request fulfilment processes.

**We’re looking for someone who has technical proficiency in**:

- 1 years desktop support experience, preferably in a Financial Services Environment, or, Degree level Qualification or equivalent in relevant field.
- Support Desk call logging tools - HP service centre / Remedy / Infra.
- Senior Management / VIP Support.
- Cisco Unified Call Manager.
- Bloomberg/Reuters.
- MCP / MCITP Windows 7 / MCDST / MCSA.
- ITIL v3 Foundation.
- Data Centre experience.
- On call / Out of hours experience.
- Apple products / Mobile technologies.

**Typical Job duties would include**:

- Provide first line support through the call-logging software and on-site, as appropriate for all incidents and requests.
- Issue customers with details of call assignment and likely resolution timescales.
- Reassign or escalate incidents and requests to on-site third line support, third parties or other teams where appropriate discussing fully with colleagues.
- Monitor and update all incidents and requests, including calls assigned to external suppliers.
- Review incidents and requests with customers and work together to continuously improve service delivery provision.
- Deal directly with requests and complaints alike and escalate where necessary.
- TCP/IP Troubleshooting.
- LAN/WAN troubleshooting Skills.
- Building and Maintaining Desktop/Laptops (HP/Dell).
- Strong research, writing and communication skills.
- Ability to work in a fast-paced and changeable working environment.
- Exceptional organisational skills and strong attention to detail.
- Desire to travel and see the world.
- Ability to work independently and manage your own projects in a professional manner.
- A passion for innovation and the financial technology sector.
- Strong interpersonal skills.
- Project management skills and proven ability to manage own workload.

**How to apply