IT Help Desk (Tier 2)

Siepe is a fast-growing technology company headquartered in Dallas, TX – focused on helping investment managers turn complexity into clarity. We build software and data solutions that give hedge funds and financial services firms the visibility, speed, and confidence they need to make better decisions – faster.Our platform delivers a unified source of truth that empowers our clients with real-time, actionable insights. We don’t just serve the industry – we help modernize it!Siepe is profitable, privately held, and growing fast. We offer more than just competitive pay and great benefits—we offer the chance to do impactful work alongside sharp, driven teammates in a culture that rewards curiosity, initiative, and follow-through. Whether you come from finance, tech, or are charting a new path, you’ll find meaningful problems to solve, real ownership, and the momentum to grow your career with purpose.Siepe is seeking a Help Desk (Tier 2) support engineer must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. They must possess superior technical aptitude, the ability to deal effectively with people in a wide variety of situations, and desire to deal with escalated issues. The candidate will have demonstrated mastery of all skills and responsibilities utilized by a Tier 1 Engineer.It is vital that this role is carried out in a professional, courteous and friendly manner as they will be working very closely with our clients, some of which are high-profile, so being the face of Siepe is a critical component of this role.We are currently looking for customer service focused engineers to provide remote and onsite support to our clients as well as an escalation point for our Tier 1 IT engineering team. There is a heavy dependence on cloud-based technologies with very little onsite technology; however, regular site visits are expected to maintain client relations.What You'll Do Work with our Director of IT, IT Service Desk Manager, IT Implementation team, IT Infrastructure team, and IT Relationship Management team to support our clientsAct as Overflow front-line helpdesk supportAct as Primary/first to respond to escalations from our Tier 1 engineersReview tickets handed off from offshore to US Day supportReview tickets and ensure proper Siepe team is addressing (i.e. moving SW team tickets to their board)Review inbound new ticket queue proir/ after Dispatcher shift ends to make sure requests are being addressed with appropriate urgencyParticipate in the Service Desk On-call rotationProvide onsite client support as neededProvide increased support for the IT Implementations team as needed on implementation projects including:Remote and onsite supportConfigure/ Deploy KnowBe4 deploymentsTesting of rinse/ repeat processes developed for deploymentsMentor, support, and develop junior Service Desk engineers by providing advice, coaching, and shadowingLeading Tier 1 ticket reviews to ensure timely updates and appropriate resolutionsEnsuring escalation workflows are being followed by Tier 1 engineersMonitor dispatch to ensure tickets are flowing to appropriate teamMonitor time sensitive issues are addressed by available Tier 1 engineers with appropriate priority appliedDevelop training modules/ host Lunch and LearnsOversee/ implement new or migration to Microsoft CSP NCE subscriptions for clientsAssist in Help Desk recruiting by hosting and grading Tier 1 candidate practical testsClient and internal IT equipment procurementInstall, configure, and support local desktop applications in a Windows based environmentRecommend, design, and implement configured solutions that will help to propel Siepe's reputations as high quality IT services providers in the financial services spaceWork closely with senior leadership on opportunities where technical expertise is required during the client sales and business development processWhat You'll Bring Bachelor’s degree in a technology or business discipline or equivalent experience4+ years of experience working in Managed Services or IT Services Help Desk environments with documented roles of increasing responsibilityIn-depth knowledge of Microsoft operating systems (high-level understanding and working knowledge of Windows Server 2022, 2019, 2016, 2012 R2 and Windows 7, 8.1, 10 and 11 is required)Knowledge and experience with implementing and supporting Office 365Proven networking and infrastructure skills like configuration and support, firewall configuration and rule creation, troubleshooting of network route and connectivity issues, wireless access point set upDemonstrated ability to identify and provide potential solutions for internal or client related technology issues. Experience with scripting (batch files and PowerShell)Proven internal and client communication excellenceEnsuring time is entered accurately with in-depth detailsProperly setting expectations internally and with clientsMeeting deadlines and maintaining communicationsMicrosoft Active DirectoryCreate AD users, groups, and group policies with minimal guidanceAbility to add workstations to domains and to manage file server shares and permissionsProficient with troubleshooting Users, Groups, GPOs Microsoft Azure Active DirectoryAzure AD ConnectConditional Access Policy creation, deployment, and managementAmazon Web Services (AWS)AWS WorkspacesSecurity GroupsLightSailMicrosoft 365All standard Office Suite applicationsCreation and management of user(s) and group(s)Microsoft Endpoint/ IntuneMicrosoft Cloud Solutions Provider (CSP) ConsoleNew Commerce Experience (NCE) managementConnectWise ManageConnectWise UserCentricCisco Meraki and Cisco UmbrellaUbiquiti UniFi ProductsUnifi Management ConsoleAmazon Web Services (AWS) and Microsoft Azure cloud experience (setup, configuration, design, and support of cloud-based workloads)Basic networking skills and infrastructure skills - eg configuration and support, firewall configuration and rule creation, troubleshooting of network route and connectivity issues, wireless access point setupExperience with Scripting - Batch files and PowerShellQuickBooks experienceBloomberg experienceSoftware Deployment experienceCloud VOIP experienceIn-depth knowledge of supporting Excel and add-ins a plusSelf-motivated, self-starter, and challenge-seekerWhat We OfferAt Siepe, we don’t just hire talent, we build performance-driven teams empowered by transparency, curiosity, and continuous growth. Our Total Rewards go beyond the basics: they’re designed to reward bold thinking, support personal development, and create space for meaningful connection whether you're growing your career, your skill set, or your impact.Compensation & Financial Well-being: Competitive Compensation Packages, including Annual Performance-Based Bonuses 401(k) Retirement Plan with company match to support your long-term financial goals Employee Referral Program – earn rewards for helping us grow our talented teamHealth & Insurance Benefits Comprehensive Health, Dental, Vision, and Life Insurance Flexible plans tailored to support individuals and familiesLearning & Career Growth Annual investment in your Learning & Development goals On-the-job exposure to innovative technologies and financial strategies Growth opportunities in a collaborative, fast-paced environment that values continuous improvementTime Off & Flexibility Flexible Time Off (FTO) Flexibility to recharge and maintain work-life balanceIn-Office Perks & Culture Daily meal delivery allowance when working from the office Monthly Celebrations and Quarterly Offsite Events Annual Holiday Party to celebrate milestones and build team connection A vibrant, inclusive office culture that blends fun with purposeWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.