BlackRock is a global leader in investment management, risk management and advisory services for institutional and retail clients\. At March 31, 2016, BlackRock’s AUM was $4\.737 trillion\. BlackRock helps clients around the world meet their goals and overcome challenges with a range of products that include separate accounts, mutual funds, _iShares_ ®\(exchange\-traded funds\), and other pooled investment vehicles\. BlackRock also offers risk management, advisory and enterprise investment system services to a broad base of institutional investors through _BlackRock Solutions_ ®\. As of March 31, 2016, the firm had approximately 13,000 employees in more than 30 countries and a major presence in global markets, including North and South America, Europe, Asia, Australia and the Middle East and Africa
**Description:**
What is Aladdin?
The Aladdin® product unites the information, people, and technology needed to manage money in real time at every step in the investment process\. Aladdin enables organizations to communicate better, work smarter, see clearer, and move faster in a changing landscape\. Aladdin combines sophisticated risk analytics with comprehensive portfolio management, trading and operations tools on a single platform to power informed decision\-making and create a connective tissue for thousands of users investing worldwide\.
What is the Aladdin Product Group?
At the heart of BlackRock, the largest investment management firm in the world, is the Aladdin Product Group\. Being a member of the Aladdin Product Group means working with the industry’s thought leaders to build innovative and forward looking products that shape the financial markets\. The Aladdin Product Group creates next generation technology that changes the way information, people, and technology intersect for global investment firms\. We build and package tools that manage trillions in assets, support millions of financial instruments and their risk calculations and process millions of financial transactions for thousands of users every day worldwide\.
Technology & Operations
The Deskside support technician will be responsible for responding to incident tickets raised by our helpdesk, as well as responding to ad\-hoc ”shoulder\-tap” requests from users as it regards to day\-to\-day support of the desktop environment\. Members of this team are also involved in the delivery of projects and overall maintenance of the Desktop environment\.
Team Overview
+ To provide Desk side support on a variety of software products used at BlackRock, particularly Microsoft Windows 7, Microsoft Office suite etc\.
+ To offer Desk side support on Hardware including Blackberries, Virtual desktops, Printers, Faxes, PCs, Monitors Headsets etc for BlackRock staff at all levels\.
+ To respond to Help desk generated tickets within defined timescales\.
+ To escalate unresolved or significant impact problems, whilst maintaining overall responsibility for the problem or activity\.
+ Participate in the team rotation
+ To gain an understanding of and subsequently support a variety of in\-house applications\.
+ To provide users at all levels with advice and guidance as required, in accordance with BlackRock company standards\.
+ To build and install PCs as required, ranging from a single new user, to supplying machines for larger projects\.
+ Be willing to provide assistance with any other elements of IT support when required\.
+ Assist the team with project delivery tasks as and when the need arises\.
+ Provide VIP support when necessary
Responsibilities:
+ Using the current BlackRock call ticket management system, update all allocated calls on a no less than daily basis\.
+ Keep in regular contact with the support team throughout the day\.
+ Manage tasks/projects allocated to you within the given time scales, seeking advice where necessary\. Ensure that the relevant end user and also your team members are kept up to date with the progress of all projects\.
+ Machine builds are to be carried out using the latest installation process\.
+ Keep users apprised of an estimated time of resolution and continue to call periodically with progress reports
+ Keep in regular contact with other country desk side support teams for knowledge sharing, cross training, and synchronization in project efforts\.
+ Attend team meetings
Qualifications:
+ Strong knowledge of Microsoft products \(Office, Internet Explorer, Communicator, Windows\)
+ Strong knowledge of PC and related hardware \(Dell and HP products\)
+ Good working knowledge of networks \(WAN, LAN, Firewalls, etc\)
+ Experience with Blackberry™ support
+ Experience with thin client technology and VMWare
+ Experience with RSA, CITRIX and Cisco VPN
+ Experience with Cisco phone systems would be considered an advantage
+ Experience with Citrix would be considered an advantage
+ Experience with HP Service Manager 9 would be considered as advantage
+ Competency with scripting, WMI, VBA, and SQL would be considered an advantage\.
+ Experience with Windows server and server hardware would be considered and advantage\.
BlackRock is proud to be an Equal Opportunity/Affirmative Action Employer—M/F/D/V\.
**Job Function:** _Technology_
**Organization:** _Tech & Ops\-Technology_
**Title:** _BlackRock \- Deskside Support Engineer \- Analyst_
**Primary Location:** _Asia Pacific\-India\-Gurgaon_
**Requisition ID:** _161759_
**Job Posting:** _Sep 23, 2016, 1:39:57 AM_