Desktop Support Analyst in Stamford, CT at APEX Systems

Date Posted: 5/22/2018

Job Snapshot

Job Description

Job #:  851734


Position Title:  Technology Support Analyst


Department Overview


The team is responsible for all aspects of technology infrastructure support, management & administration in the regions.


Client service & relationship management are a critical part of the departments function. Responsible for all business, vendor and international colleague/team relationships.



Position Description / Responsibilities


Individual will be responsible for supporting global IT strategy and implementing IT solutions to meet business needs


Responsible for providing customer service focused level 1 and level 2 technology support for all locations. Including day-to-day support of staff, technology & infrastructure. Support & maintenance of local servers, IDF closets, voice systems, data centers & Business Continuity solutions.  Maintain effective working relationships with the business (staff), vendors, service providers, adjacent international technology team’s & Business Continuity departments.


This role will be responsible for acting –up & providing cover for the Site Lead role, responsible for team leadership & oversight of all activity during periods out of the office.



Key Duties


  • Understand business needs & successfully support staff & solutions for all offices using remote tools where necessary. Possibility of visiting adjacent sites outside of the roles primarily location to maintain a good understanding of each regional office.
  • Support & implement technology projects adhering to project lifecycle processes.
  • Manage & prioritise Service Desk, technology maintenance & project activities.
  • Identify improvement opportunities to existing procedures & practices.
  • Maintain strong working relationships with adjacent international technology teams. Support of activities & initiatives in line technology road-map. Work within virtual global teams.
  • Maintain relationships with third party suppliers to ensure best cost & service levels are provided to the business.
  • Provide industry best practice customer service focused technology support to all supported locations (ITIL).
  • Deliver local technology goals & targets, and follow global corporate technology policy & standards.
  • Ensure best possible customer service & business support. Utilizing Service Desk system & process, maintaining appropriate client contact during incident/request/project lifecycles.
  • Maintain Datacentre content to the highest possible level, following Change Control processes.
  • Support & maintain all desktop technology (hardware & software) in line with corporate standards.
  • Ensure all systems are maintained in line with required Corporate Business Continuity (BCP) guidelines. Maintain BCP documentation. Contribute & lead scheduled European disaster recovery tests.
  • Support & maintain Avaya voice & Video Conference systems at multiple European locations.
  • Maintain documented technology procedures.
  • Provide coverage/back-up for local Site Lead role.



Key Competencies & Skills



  • Financial services technology experience.
  • Windows & Microsoft Office 365 suite products.
  • Avaya voice systems & Polycom/Cisco video conferencing
  • Service Now & ITIL best practice experience.


Personal Skills:

  • Candidate must have experience supporting & maintaining all aspects of technology solutions within a pressurised time critical corporate environment.
  • Proven track record delivering both support & project duties within structured delivery timeframes
  • Ability to multitask & prioritise conflicting requirements.
  • Experience working with overseas clients, colleagues & resources (virtual teams)
  • Experience providing cover for local supervisor
  • Client facing & customer service skills – able to build and maintain successful professional relationships with business stakeholders.
  • Ability to travel and be flexible enough to cover office hours dependent upon business requirements, at late notice










EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.