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Job Description Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and encouraging team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and aim to make a real impact. We develop a growing internal community and are committed to creating a workplace that looks like the world that we serve. Pay And Benefits Competitive compensation, including base pay and annual incentive Comprehensive health and life insurance and well-being benefits, based on location Pension / Retirement benefits Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and well-being. DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (Tuesdays, Wednesdays and a day unique to each team or employee). Why you would love this job? The role of End User Services Engineer will be responsible for providing 1st & 2nd line support to DTCC employees globally. The End User Services Engineer will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLA's. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual infrastructure and Printers. The End User Services Engineer will troubleshoot technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and escalate support incidents to the relevant 3rd Line teams. Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, in person, via e-mail, or through remote sessions. Your Primary Responsibilities Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, in person, via e-mail, or through remote sessions. Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner. Effectively resolve escalated workstation issues. Effectively document all support efforts into the incident tracking system. Assist with troubleshooting outages/interruption of services. Contribute to the ongoing cycle of improving Desktop processes. Qualifications Bachelor's degree preferred or equivalent experience. Talent Needed For Success Minimum of 2 years of related experience. Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner. Effectively resolve escalated workstation issues, effectively document all support efforts into the incident tracking system. Assist with troubleshooting outages/interruption of services, contribute to the ongoing cycle of improving Desktop processes. Aligns risk and control processes into day-to-day responsibilities to monitor and mitigate risk; escalates appropriately. Desktop Support Experience, Excellent Customer Service and Communication Skills (oral and written) Active Directory McAfee EPO BitLocker Intune, BYOD Bomgar Laps UI Microsoft Office 365 RSA Authentication Manager Virtualization (VMware\Citrix) Basic Networking understanding (TCP/IP) Service Now Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. About Us With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC’s subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC’s Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at www.dtcc.com or connect with us on LinkedIn , X , YouTube , Facebook and Instagram . DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you’ll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It’s the chance to make a difference at a company that’s truly one of a kind. Learn more about Clearance and Settlement by clicking here . About The Team IT Architecture and Enterprise Services are responsible for enabling digital transformation of DTCC. The group manages complexity of the technology landscape within DTCC and enhances agility, robustness and security of the technology footprint. It does so by serving as the focal point for all technology architectural activities in the organization as well as engineering a portfolio of foundational technology assets to enable our digital transformation. Show more Show less
