FDM Group · 2 weeks ago
Tech Support Engineer
NYC Metro Area
Contract
Onsite
Senior Level
5+ years expFDM Group is a global business and technology consultancy delivering client and industry driven solutions. They are seeking a Tech Support Engineer to provide exceptional support to employees in the financial sector, ensuring effective resolution of technical issues and maintaining helpdesk operations.
College RecruitingConsultingCorporate TrainingInformation TechnologyInfrastructureIT ManagementTraining
No H1B
Responsibilities
Provide high-quality technical support to end-users in a courteous and professional manner
Assist in the daily operations of the helpdesk, ensuring adequate phone coverage at all times. Leverage ServiceNow to manage incident and problem workflows
Maintain oversight of the daily incident queue, ensuring that tickets are assigned, processed, and resolved with minimal delay
Contribute to the creation and maintenance of technical documentation, and knowledge sharing within the team
Utilize a continuous improvement mindset to identify gaps and opportunities for automation. Lead and drive process change to uplift the end user experience
Identify high-priority issues and handle them as per the escalation process
Contribute to and lead IT projects, whether locally, regionally, or globally
Support the wider Technical Support and End User Services team in its daily activities by exhibiting professionalism, process knowledge, and technical know-how
Qualification
Required
5 years of experience working at an enterprise level, with a focus on providing high-level support to end users, preferably from a financial services company with trade-floor support
Advanced analytical and problem-solving skills
Exposure to PowerShell, Python, and or other scripting languages are required
Familiar with AI prompts and using AI agents to automate repetitive tasks or to provide insights used to make business decisions
Excellent written and verbal communication skills
Excellent at troubleshooting technical issues in a logical, methodical, and consistent manner
Deep understanding of Microsoft Windows, Windows Infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, Citrix infrastructure, modern authentication, and printing technologies
Knowledgeable in PC hardware components and technical standards
Understanding of mobile technologies including BES, Microsoft Intune, Android, and iOS devices
Cisco IP phone and video conferencing support including Webex, Zoom, and Teams
Familiarity with ITIL best practices and processes (ITIL Certification a bonus)
Must have an eye for process improvement with a track record of tangible results
Availability for on call night and weekend coverage
Preferred
Claude Code, Copilot, and Roo Code experience a plus
Company
FDM Group
FDM Group is a professional services provider with a focus on IT and business recruitment for graduates and veterans.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2014-06-20IPO
2010-02-19Acquired
Leadership Team
Sheila Flavell
Chief Operating Officer
Mike McLaren
Finance Director
Recent News
2026-01-22
London Evening Standard
2025-11-13
2025-10-22
Company data provided by crunchbase