Senior Desktop Support Engineer

Brevan Howard Asset Management

Brevan Howard Asset Management

IT, Customer Service
Geneva, Switzerland
Posted on Aug 15, 2025

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

Essential Responsibilities:

  • Deliver Level 3 technical support and act as the final escalation point for all desktop-related incidents and requests.

  • Provide white-glove deskside and remote support to senior executives and portfolio managers, ensuring minimal downtime and frictionless tech experiences.

  • Champion user experience - proactively identifying pain points and implementing optimisations.

  • Be a trusted, visible presence in the office, representing the technology team with consistency, discretion, and reliability.

  • Own all incidents and requests via ServiceNow, ensuring complete and timely resolution with rigorous ticket hygiene.

  • Manage and resolve complex issues related to hardware, software, virtual platforms (VMware), networking, and remote access.

  • Collaborate closely with infrastructure, application, and InfoSec teams to deliver seamless resolutions and cross functional projects.

  • Drive root cause analysis (RCA) and implement automation or process improvements to reduce repeat issues.

  • Support the EUC strategy, leveraging monitoring and automation tools to drive proactive remediation.

Special Circumstances (e.g. shifts, travel overseas, hours) A degree of flexibility will be required to both support the business and to accommodate liaison with global offices.

PERSON SPECIFICATION

WORK EXPERIENCE/BACKGROUND:

Essential

  • Min 3 years’ desktop support experience within the Financial Services industry.

Desirable

  • Hedge fund environment

TECHNICAL/BUSINESS SKILLS & KNOWLEDGE:

Essential

  • Trade floor / white glove / VIP deskside presence

  • High level of ServiceNow ticket management competency

  • VMWare VSphere Suite Administration

  • Strong technical grasp of strategic platforms such as MS Windows, Networking and Security, WAN, LAN, DNS.DHCP.

  • Active directory administration including GPO

  • Microsoft 365 administration

  • Microsoft Office Suite

  • End user experience monitoring

  • Market data applications

  • Understanding of build and client distribution architectures (SCCM)

  • Understanding of networks with the ability to troubleshoot local issues

  • Knowledge of ITIL principles

Desirable

  • VMWare Horizon

  • PowerShell and other scripting languages

  • Automation tools

BEHAVIOURS / COMPETENCIES:

Essential

  • Awareness of the critical role of IT in a fast-paced hedge fund firm

  • VIP Support experience

  • Self-starter who will work well in a busy globally dispersed team

  • Energetic, enthusiastic, and well organised

  • Experience in dealing with end users with tact and diplomacy using demonstrable interpersonal and communication skills

  • Appreciation of optimal customer service delivery strategies

  • By default, can communicate appropriately and effectively with globally dispersed end users, teams, and management up to and including C suite level.

  • Business minded individual, credible in discussions with technical and non-technical stakeholders

  • Highly organised and self-motivated who can work under their own initiative without supervision

  • Calm under pressure and who can remain focused on the priority deliverables.

  • Takes complete ownership of incidents through to resolution.

  • Team player who always displays empathetic interpersonal skills and respectful collaboration.

  • A willingness to learn and keep up to date with technologies and how they can best serve the business.

  • Understands that much can be learnt from when things don’t go to plan.

  • Excellent analytical troubleshooting triage skills and attention to detail.

  • Ability to quickly assess situations and adapt accordingly

  • Able to multitask and prioritise