Deskside Support Engineer (L1/L2) – Onsite Toronto

About the role

We are seeking an experienced Deskside Support Engineer (L1/L2) to provide on‑site desktop assistance to front‑office users on a trading floor in Toronto. The role involves rapid incident resolution during market hours and delivering white‑glove support to senior investment professionals.

Key responsibilities

• Deliver dedicated on‑site desktop support for portfolio managers, traders, analysts and sales teams during market hours.
• Own end‑to‑end incident resolution for time‑critical issues that impact market data, order execution and pricing systems.
• Coordinate with cross‑functional IT teams to prioritize and resolve high‑impact incidents.
• Provide VIP/white‑glove support for senior stakeholders and assist with new‑joiner onboarding.
• Manage incidents and service requests in ServiceNow or Jira, adhering to strict SLAs and ITIL processes.
• Install, configure and troubleshoot Windows laptops, multi‑monitor setups, trading turrets, voice systems and collaboration tools.
• Support VDI/Citrix or terminal environments, mobile devices and secure endpoints used for remote portfolio access.
• Offer L1 support for investment applications such as Bloomberg, Refinitiv, FactSet, Aladdin and order/execution management systems.

Required profile

• Proven experience delivering L1/L2 desktop support in a high‑pressure, finance‑focused environment.
• Strong communication skills and ability to remain composed during market‑critical incidents.
• Demonstrated ability to build relationships with front‑office and operations teams.
• Commitment to continuous improvement and knowledge‑base contribution.

Required skills

• Windows operating system troubleshooting
• ServiceNow or Jira ticketing tools
• ITIL incident management processes
• VDI/Citrix or terminal services
• Microsoft 365 suite
• Multi‑monitor configuration and trading turret support
• Voice and collaboration tools used on trading floors
• Mobile device management and secure endpoint configuration
• Basic knowledge of Bloomberg, Refinitiv (Reuters), FactSet, Aladdin, OMS/EMS platforms