Job Description

Description Primary responsibilities: Level III desk side endpoint & application support; primary escalation contact for lower level Desktop Engineers (DEs); large scope desktop hardware (h/w) troubleshooting requiring escalation to Leads and/or adjacent engineering depts.; perform R&D on desktop; desktop application troubleshooting/support/remediation; recommend & implement h/w process improvements/automation opportunities; leads enterprise tech. projects & dept. initiatives.

Principal Accountabilities:
Handle support calls in queue for CME staff and provide deskside support

• Ensures assets are assigned properly, working with department staff to ensure policies/procedures are followed through asset management. Maintain accurate records of IT assets.
• Leads major enterprise technical projects and department initiatives. such as office conversions, IT asset procurement planning, hardware refresh, IT asset disposals, IT audits etc. coordinating with external support vendors as and when needed
• Participates in R&D of new technology trends, such as self-service/automation.
• Participates in technical documentation. Need to demonstrate a learning mindset and collaborate effectively and share knowledge
• Provides administrative functions including the development and enforcement of procedural & technical documentation, IT policy recommendations, & hardware asset management.
• Provides expert level desk side and application support to all CME staff, ensuring hardware incidents beyond break/fix and desktop application and OS support incidents are completed within standard SLA¿s. Maintain accurate notes on tickets
• Provides technical guidance to lower level DEs & helpdesk staff in resolving Level II and level support issues.

Skills & Software Requirements:
Subject matter expert with Windows OS, knowledge of Mac OS, Linux knowledge preferable. Expert knowledge of Desktop hardware and peripheral devices and OS troubleshooting Good knowledge of network printing and troubleshooting Mobile device management knowledge. knowledge of troubleshooting apple devices Logical and in-depth troubleshooting of application software, MS Office, Outlook, MS Teams, Webex Exposure of Audio Video solutions - such as Cisco Telepresence and basic troubleshooting. Good knowledge of Networking concepts - TCP/IP, DHCP, DNS, firewalls, exposure to racking and stacking of data center equipment such as routers, switches etc. structured cabling concepts. Good knowledge of Active directory Good knowledge of PC build process and basic knowledge of SCCM Should have experience in handling support calls and working on support tickets Excellent communication skills both verbal and written is a must. should be highly customer focused Strong collaboration skills is a must
CME Group: Where Futures Are Made

CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Joining our company gives you the opportunity to make a difference in global financial markets every day, whether you work on our industry-leading technology and risk management services, our benchmark products or in a corporate services area that helps us serve our customers better. With 3,500 employees located around the world, we're small enough for you and your contributions to be known. But big enough for your ideas to make an impact. The pace is dynamic, the work is unlike any other firm in the business, and the possibilities are endless. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.