Technical Support Engineer| Enterprise User Services | Experienced Hire

As a Technical Support Engineer at Susquehanna, you will be responsible for providing exceptional customer service and technical assistance to both corporate and trading floor users. This includes troubleshooting hardware and software issues, collaborating directly with business and tech teams to resolve problems, and implementing innovative solutions that enhance productivity. You'll also engage in hands-on tasks like replacing equipment and ensuring the functionality of systems, all while actively participating in various projects that leverage cutting-edge technology.

To become a Technical Support Engineer at Susquehanna, you should possess a minimum of three years of experience in a technical support capacity. Strong knowledge of PC and laptop hardware and software installation and troubleshooting is necessary, along with familiarity with M365, Windows 10/11, and macOS. A BS degree in Information Technology, Information Systems, or a related field is preferred, and expertise in scripting languages like PowerShell or Python is a bonus!

The work environment for a Technical Support Engineer at Susquehanna is both fast-paced and engaging. You will need to think on your feet to solve problems quickly while also having the opportunity to research long-term solutions. Expect to be out from behind your desk often, whether it's to handle hardware replacements, assist users, or experiment with new technologies. It’s a collaborative atmosphere where direct interaction with users enhances service quality and efficiency.

The Technical Support team at Susquehanna takes a proactive approach to ensure user issues are resolved effectively. Instead of passing issues up the chain, you will work directly with relevant business and tech teams to identify and implement solutions. This collaboration not only speeds up the resolution process but also helps in crafting innovative strategies to prevent recurring problems, ultimately enhancing user satisfaction.

As a Technical Support Engineer at Susquehanna, you can expect abundant opportunities for personal and professional growth. You'll gain exposure to a wide array of cutting-edge technologies, participating in projects that involve testing new hardware and software solutions. Additionally, the skills and experiences you accumulate in troubleshooting, project management, and collaboration with various tech teams will significantly enhance your career trajectory within the firm.

Prioritizing tasks effectively is crucial for a Technical Support Engineer. I evaluate the urgency and impact of each issue on user productivity. For instance, a critical failure affecting the trading floor will take precedence over a minor software glitch. Communicating with the affected users also helps gauge urgency, allowing for efficient triaging of issues.

Certainly! I once faced a complex networking issue that affected multiple users. I began by gathering detailed information from affected parties, then systematically tested different components of the network. After pinpointing a faulty router, I quickly implemented a temporary fix while coordinating with the networking team for a permanent replacement. This not only resolved the issue but also enhanced team communication.

Handling difficult users requires patience and empathy. I always approach them with understanding, trying to actively listen to their concerns. I assure them that I am committed to resolving their issue and keep them updated throughout the process. For me, clear communication and a calming presence can turn a frustrating situation into a positive interaction.

I have extensive experience with troubleshooting tools like remote desktop access software, ticketing systems, and monitoring tools. I’m also skilled in using operating systems like Windows 10/11 and macOS, productivity suites such as M365, and various hardware diagnostic tools. Keeping up-to-date with the latest technologies is a priority for me.

I have a robust background supporting both Windows and macOS systems. At my previous job, I was responsible for installation, configuration, and troubleshooting of both environments. I am familiar with common issues users face on each system and know where to look for effective solutions, granting me the agility to resolve issues quickly.

I stay informed about technology trends by subscribing to industry newsletters, participating in webinars, and engaging with online tech communities. I also take advantage of courses offered by tech providers to deepen my understanding and skills in emerging technologies, ensuring that my knowledge remains fresh and relevant.

Documenting troubleshooting procedures is essential for consistent support. I typically create clear, step-by-step documentation that includes the problem, the diagnosis process, and the solution implemented. This not only aids in future troubleshooting but also provides valuable knowledge to the team, promoting a faster resolution time for recurring issues.

I am excited to work as a Technical Support Engineer at Susquehanna because of the company’s commitment to innovation and its collaborative environment. The prospect of engaging with cutting-edge technologies and working alongside talented individuals to solve complex problems aligns perfectly with my passions and career goals.

Success in my role is measured by user satisfaction and the efficiency of problem resolution. I continuously seek feedback from users and track the time taken to resolve issues. Moreover, I assess metrics like repeat incidents to determine if we are effectively addressing underlying problems, adjusting our approach as necessary.

I have a foundational understanding of scripting in PowerShell, having used it to automate common troubleshooting tasks, which saved time and enhanced efficiency. While I am less experienced in Python, I have taken the initiative to learn the basics, understanding its relevance in data analysis and IT automation, and I am eager to expand my skills further in that area.