Meet a Technical Support Analyst

Meet a Technical Support Analyst

Tell us about your role.

I started on SIG’s Help Desk team and then moved to the Trading Room Support team, so I’ve had the chance to see how SIG operates both on and off the trading floor. My role on the Help Desk was focused on software and account issues, as well as building virtual machines. The Help Desk team creates and monitors a conference bridge every morning that consists of multiple technology teams, allowing each team to stay updated and communicate easily when the financial markets open. I built off my Help Desk experience when I moved to the trading floor, adding hardware support, machine upgrades, and creating automation using PowerShell to streamline processes. My team has the challenge of fixing machines without being able to reboot them. If a machine crashes, my team has hot spares ready to swap out and can push any software out at a moment’s notice. I also use remote access tools to evaluate problems and try to resolve them. If I can't resolve it remotely, I will either investigate it in person or partner with one of the other technical teams to get it resolved as quickly as possible. My mornings involve reviewing tickets and emails from the night before. The rest of my day is spent troubleshooting issues that come in from users and working on projects, ranging from workstation moves and firm-wide migrations to using PowerShell to make things run faster or more efficiently.

What inspired you to choose this career path?

When I was 10 or 11, I took my parents' computer apart. They, of course, weren’t too happy about it, so I had to quickly figure out how to put it back together. I liked learning how each of the parts worked together, realized technology was everywhere I looked.

What made you decide to join our team?

I researched companies online and SIG had good reviews. I liked the atmosphere and there seemed to be a lot of room for growth. During my interview, I met with the head of the department I would potentially join and he really sold me on the opportunity. He talked about the traits of a successful technologist at SIG and I wanted to be part of the group.

What do you like best about SIG’s culture?

You don’t have to be nervous about contacting members from any team with questions. People are open to helping you and it’s easy to communicate across different teams without worrying about hierarchy.

In your opinion, what is the best perk SIG offers?

Room for growth. Once you join, you aren’t set in one position. If you see yourself growing into another position, you can learn about it and you can sometimes spend time with the other team to see if it suits you.

What is your favorite thing about living in the Philadelphia area?

Monday through Friday I am a techie, but on the weekends I am a mountain guy. I can easily get away to Neshaminy Creek or Rausch Creek to relax and go fishing, camping, and off-roading.