United States onlyLocation:
SUMMARY
As an L2 Cloud Operations Engineer, you will serve as a critical member of our Service Desk team, delivering expert-level technical support to our global hedge fund and financial services clients across the US and UK. This is a hands-on, client-facing role focused on resolving complex technical issues across cloud infrastructure, networking, endpoint management, and back-end systems. You will operate within our 24/7 operations environment, ensuring that our clients experience seamless technology performance every day.
This role is the technical backbone of our service desk, sitting between frontline triage and senior engineering escalation. You will be expected to take ownership of incidents, drive resolution within SLAs, and contribute to continuous service improvement.
JOB RESPONSIBILITIES
Client-facing Service Desk Operations
- Provide second-line technical support to hedge fund and financial services clients across the US and UK, ensuring all incidents and service requests are resolved within defined SLAs.
- Serve as a primary escalation point from L1 support, taking ownership of complex issues and driving them through to resolution.
- Monitor client cloud infrastructure, trading systems, and endpoints using enterprise monitoring and alerting tools.
- Manage support tickets end-to-end using Jira Service Management, ensuring thorough documentation of troubleshooting steps, resolutions, and time entries.
- Utilize Jira for project tracking and change requests, and coordinate with cross-functional teams on operational initiatives.
- Communicate clearly and professionally with clients, providing timely updates on incident progress and resolution timelines.
Desktop and Endpoint Support
- Deliver granular, expert-level desktop troubleshooting across Windows 10 and 11 environments, including OS-level diagnostics, application conflicts, driver issues, and performance optimization.
- Administer and troubleshoot Microsoft Intune or Endpoint Manager for device enrollment, compliance policies, application deployment, and configuration profiles.
- Manage Active Directory and Azure AD user accounts, group policies (GPOs), security groups, distribution lists, and organizational units.
- Support and troubleshoot the Microsoft 365 suite, including Exchange Online, Teams, SharePoint Online, OneDrive, and Outlook connectivity.
- Provide Mac and Linux desktop support as required in mixed OS client environments.
Cloud and Infrastructure Operations
- Operate and support client Microsoft Azure environments, including Azure Virtual Machines, Azure AD, Azure Virtual Desktop (AVD), Conditional Access, and Azure Networking.
- Administer and troubleshoot Office 365 tenant configurations, mail flow, security and compliance policies, and license management.
- Support Windows Server environments (2016, 2019, 2022), including Active Directory, DNS, DHCP, DFS, Group Policy, and Print Services.
- Assist with VMware ESXi and virtualization platforms, including VM provisioning, snapshot management, and basic hypervisor troubleshooting.
- Support VDI environments, including Azure Virtual Desktop (AVD), Citrix, and thin client configurations.
Networking and Security
- Perform basic to intermediate network troubleshooting, including TCP/IP, DNS, DHCP, subnetting, VLANs, and routing.
- Configure and troubleshoot SSL VPN and IPsec VPN connections for remote client access.
- Administer and perform basic configuration and troubleshooting on Fortinet FortiGate firewalls, including firewall policies, NAT rules, and VPN tunnels.
- Support Cisco Meraki environments, including wireless access points, switches, and security appliances via the Meraki Dashboard.
- Perform basic Cisco networking tasks, including switch port configuration, VLAN management, and interface troubleshooting.
- Troubleshoot wireless connectivity issues across enterprise environments, including SSIDs, authentication, signal strength, and roaming.
Continuous Improvement and Collaboration
- Contribute to knowledge base documentation, runbooks, and standard operating procedures to reduce repeat incidents.
- Identify opportunities for automation and process improvement to reduce manual overhead and improve service delivery.
- Collaborate with L3 engineers and senior operations staff on escalated issues and root cause analysis.
- Participate in shift rotations and on-call schedules as part of the 24/7 cloud operations team.
QUALIFICATIONS
- A minimum of three years of experience in a second-line (L2) helpdesk, service desk, or cloud operations role supporting enterprise environments.
- Demonstrated experience supporting Windows-based servers, desktops, Azure, Office 365, Intune, and Active Directory environments.
- Proven experience in a client-facing MSP or MSSP environment with stringent SLA requirements.
- Experience working with Jira Service Management or similar ITSM ticketing platforms and ITIL-aligned processes.
Technical Skills
- Expert-level Windows desktop troubleshooting (Windows 10 and 11), including OS diagnostics, imaging, application support, and performance tuning.
- Strong working knowledge of Microsoft Azure (VMs, Azure AD, AVD, Conditional Access, Azure Networking).
- Proficient in Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune, Security and Compliance).
- Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, subnetting, VLANs, routing, and wireless technologies.
- Hands-on experience with SSL VPN and IPsec VPN configuration and troubleshooting.
- Basic to intermediate knowledge of Fortinet FortiGate firewalls (policies, NAT, VPN).
- Working knowledge of Cisco Meraki (wireless, switching, security appliances) and basic Cisco networking.
- Experience with Windows Server (2016, 2019, 2022): AD, DNS, DHCP, GPO, DFS, and Print Services.
- Familiarity with VMware ESXi and virtualization concepts (VM management, snapshots, resource allocation).
- PowerShell scripting for task automation and operational efficiency.
Soft Skills
- Excellent written and verbal communication skills with a client-first mindset.
- Ability to work independently and manage multiple priorities under pressure.
- Strong analytical and problem-solving skills with attention to detail.
- Team-oriented, with a collaborative and proactive approach to service delivery.
Nice to Have
- Microsoft certifications (AZ-104, AZ-900, MS-102, MS-900, or similar).
- Fortinet NSE certifications (NSE 1–4).
- Cisco CCNA or Meraki certifications.
- ITIL Foundation certification.
- Experience with security tools (SIEM, EDR, email security platforms such as Mimecast).
- DevOps exposure or experience with automation scripting (PowerShell, Python).
- SQL experience for data queries and reporting.
- Prior experience supporting financial services, hedge fund, or trading environments.
- A degree in Computer Science, Information Technology, or a related field.
JOB REQUIREMENTS
Details
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
Details
