End User Support Engineer

Voleon is a technology company that applies state-of-the-art AI and machine learning techniques to real-world problems in finance. For nearly two decades, we have led our industry and worked at the frontier of applying AI/ML to investment management. We have become a multibillion-dollar asset manager, and we have ambitious goals for the future. Your colleagues will include internationally recognized experts in artificial intelligence and machine learning research as well as highly experienced finance and technology professionals. The people who shape our company come from other backgrounds, including concert music performances, humanitarian aid, opera singing, sports writing, and BMX racing. You will be part of a team that loves to succeed together. In addition to our enriching and collegial working environment, we offer highly competitive compensation and benefits packages, technology talks by our experts, a beautiful modern office, daily catered lunches, and more. Voleon is looking for an End User Support Engineer to join our Corporate IT Services (Corp-ITS) team and serve as the primary technical resource for employees across the organization. This position emphasizes hands-on user support, troubleshooting, and operational excellence, while maintaining a customer-first approach to IT service delivery. In this role, you will be the first point of contact for technical issues, directly supporting the firm's software engineering, quantitative research, and financial operations teams. You will resolve user issues efficiently, maintain critical office technology systems, and collaborate with Systems Administrators and Engineering to ensure a seamless technology experience in a fast-paced, high-performance environment.

Responsibilities

• Serve as first point of contact for technical issues via help desk, chat, email, and in-person. Manage tickets in the internal ticketing system with accurate documentation
• Troubleshoot and resolve endpoint issues (macOS) including hardware, software, connectivity, and user accounts
• Provision and configure endpoints across macOS environments. Handle device enrollment, software installation, and security policies
• Administer collaboration tools (Microsoft 365, Slack, Zoom) for day-to-day user support, password resets, and license management
• Handle onboarding and off-boarding including device setup, account provisioning, access control, and equipment retrieval
• Maintain conference room systems (Zoom Rooms, AV equipment) and respond to meeting issues
• Support IT projects including OS upgrades, software rollouts, and other user facing improvements
• Create and maintain knowledge base articles and troubleshooting guides

Requirements

• 2+ years in IT support, desktop support, or help desk roles
• Proven experience supporting macOS and iOS in corporate environments
• Working knowledge of Microsoft 365 and collaboration platforms (Slack, Zoom, Atlassian, etc.)
• Experience with ticketing systems and ITSM platforms (Jira, Zendesk, ServiceNow, etc.)
• Hands-on experience with conference room technology (Zoom Rooms, AV systems)
• Excellent customer service and communication skills. Patient, detail-oriented, and able to explain technical issues clearly
• Strong multitasking and prioritization skills in fast-paced environments
• Creative and analytical thinker with a proactive, solution-focused mindset

Preferred Qualifications

• Exposure to endpoint management platforms (Jamf Pro, Intune)
• IT asset lifecycle management experience
• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi, VPN) and directory services (Active Directory, Entra ID, LDAP)
• Experience in financial services or regulated industries

“Friends of Voleon” Candidate Referral Program If you have a great candidate in mind for this role and would like to have the potential to earn $7,500 if your referred candidate is successfully hired and employed by The Voleon Group, please use this form to submit your referral. For more details regarding eligibility, terms and conditions please make sure to review the Voleon Referral Bonus Program. Equal Opportunity Employer The Voleon Group is an Equal Opportunity employer. Applicants are considered without regard to race, color, religion, creed, national origin, age, sex, gender, marital status, sexual orientation and identity, genetic information, veteran status, citizenship, or any other factors prohibited by local, state, or federal law.