Desktop Support Analyst (VDI)
PEAK6
- London, England, United Kingdom
- London, England, United Kingdom
Über
Who We Are Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, simplifying, automating, and facilitating access to financial markets for all. Our robust suite of fintech solutions supports clients such as Stash, Betterment, SoFi, Webull, and more than 20 million of our clients' customers.
About This Role Apex Fintech Solutions is seeking a Desktop Support Analyst (VDI) to provide frontline technical support for end‑users in a large‑scale Virtual Desktop Infrastructure (VDI) environment within financial services. This role is critical to the success of our VDI rollout, ensuring employees can seamlessly access trading platforms, financial applications, and critical business systems from anywhere.
Responsibilities VDI User Support & Troubleshooting
Provide Tier 1/Tier 2 support for VDI‑related issues
Troubleshoot VDI connectivity issues (network, authentication, client software, performance)
Resolve user access problems (MFA, authentication, profile issues, application launch failures)
Diagnose and resolve VDI performance issues (latency, freezing, disconnections)
Support users accessing applications through VDI (trading platforms, market data terminals, order management systems)
Escalate complex technical issues to the Desktop Engineering team with detailed documentation
User Onboarding & Training
Guide new users through VDI setup and first‑time login
Train users on VDI software
Maintain user‑facing documentation (quick‑start guides, FAQs, video tutorials)
Support VDI migration: assist users transitioning from physical laptops to VDI
Incident & Request Management
Manage VDI support tickets (triage, troubleshoot, resolve, and escalations)
Meet SLA targets for response and resolution times
Document all troubleshooting steps and resolutions in tickets
Identify recurring issues and submit escalation to Problem Management
Proactively communicate with users during VDI incidents or outages
End‑User Experience & Feedback
Act as voice of the user: collect feedback on VDI performance and usability
Monitor user satisfaction (CSAT) and address concerns
Identify common pain points and recommend improvements to Product Owner and Desktop Engineering
Support change management efforts during VDI rollout (communication, training, user adoption)
Education and Experience
Bachelor’s degree in a technical field preferred
3+ years of IT support experience, preferably in financial services or regulated environments
Hands‑on experience supporting VDI solutions (Amazon WorkSpaces, Citrix, VMware Horizon, or similar)
Experience supporting remote/hybrid users (VPN, MFA, remote desktop technologies)
Experience with Zendesk, ServiceNow or similar ticketing system
Experience supporting Linux, macOS & Windows 11 in enterprise environments
Demonstrated hands‑on experience working with Intune, Automox, and Kandji
Proven experience with zero‑touch deployment methodologies (Windows Autopilot, Apple Business Manager)
Required Technical Skills
VDI & Remote Access
Amazon WorkSpaces client troubleshooting
Citrix Workspace app or VMware Horizon client support
Basic networking concepts (DNS, DHCP, VPN, Wi‑Fi troubleshooting)
VPN and remote access troubleshooting
Multi‑factor authentication (MFA) support (Okta, Duo, or similar)
Thin client hardware setup and troubleshooting
Desktop & Application Support
Windows 11 troubleshooting
Microsoft Office 365 support
Application installation and configuration within VDI
User profile management (roaming profiles, folder redirection)
Tools & Systems
Intune, Automox & Kandji
Zendesk, ServiceNow (ticket management, knowledge base)
Remote support tools (TeamViewer, BeyondTrust, or similar)
Active Directory (password resets, group membership, account unlocks)
Monitoring tools (basic troubleshooting using logs, event viewer)
Soft Skills
Excellent customer service skills – patient, empathetic, and user‑focused
Strong verbal and written communication (ability to explain technical concepts to non‑technical users)
Critical thinking and problem‑solving under pressure
Ability to manage high ticket volumes and prioritize effectively
Adaptable to changing priorities and urgent issues
Demonstrated ability to work independently and escalated appropriately
Positive attitude during organizational change (VDI rollout can be challenging for users)
Strong documentation skills (clear, concise ticket notes and knowledge articles)
Work Environment This role operates in a hybrid, office environment – three days per week in the office with flexible remote options.
Rewards & Benefits We offer a market‑leading salary with annual bonus, 28 days annual leave plus 10 Northern Ireland national holidays, a training and development budget, a pension matched up to 7%, private health insurance (medical, dental, optical care), life insurance, flexible working hours, parental leave, a modern city centre office, monthly catered lunches, unlimited drinks and snacks, hackathon events, poker tournaments, a charitable matching gift program, and more.
EEO Statement Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Disability Statement Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
#J-18808-Ljbffr
Sprachkenntnisse
- English
Hinweis für Nutzer
Dieses Stellenangebot stammt von einer Partnerplattform von TieTalent. Klicken Sie auf „Jetzt Bewerben“, um Ihre Bewerbung direkt auf deren Website einzureichen.