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.
Work with our Director of IT, IT Service Desk Manager, IT Implementation team, IT Infrastructure team, and IT Relationship Management team to support our clients.
Act as Overflow front-line helpdesk support.
Act as Primary/first to respond to escalations from our Tier 1 engineers.
Review tickets handed off from offshore to US Day support.
Review 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 urgency.
Participate in the Service Desk On-call rotation.
Provide onsite client support as needed.
Provide increased support for the IT Implementations team as needed on implementation projects including:
Remote and onsite support.
Configure/ Deploy KnowBe4 deployments.
Testing of rinse/ repeat processes developed for deployments.
Mentor, support, and develop junior Service Desk engineers by providing advice, coaching, and shadowing.
Leading Tier 1 ticket reviews to ensure timely updates and appropriate resolutions.
Ensuring escalation workflows are being followed by Tier 1 engineers.
Monitor dispatch to ensure tickets are flowing to appropriate team.
Monitor time sensitive issues are addressed by available Tier 1 engineers with appropriate priority applied.
Develop training modules/ host Lunch and Learns.
Oversee/ implement new or migration to Microsoft CSP NCE subscriptions for clients.
Assist in Help Desk recruiting by hosting and grading Tier 1 candidate practical tests.
Client and internal IT equipment procurement.
Install, configure, and support local desktop applications in a Windows based environment.
Recommend, design, and implement configured solutions that will help to propel Siepe's reputations as high quality IT services providers in the financial services space.
Work closely with senior leadership on opportunities where technical expertise is required during the client sales and business development process.
Bachelor’s degree in a technology or business discipline or equivalent experience.
4+ years of experience working in Managed Services or IT Services Help Desk environments with documented roles of increasing responsibility.
In-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 365.
Proven networking and infrastructure skills like configuration and support, firewall configuration and rule creation, troubleshooting of network route and connectivity issues, wireless access point set up.
Demonstrated 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 excellence.
Ensuring time is entered accurately with in-depth details
Properly setting expectations internally and with clients
Meeting deadlines and maintaining communications
Microsoft Active Directory
Create AD users, groups, and group policies with minimal guidance.
Ability to add workstations to domains and to manage file server shares and permissions
Proficient with troubleshooting Users, Groups, GPOs
Microsoft Azure Active Directory
- Azure AD Connect
- Conditional Access Policy creation, deployment, and management
- Amazon Web Services (AWS)
- AWS Workspaces
- Security Groups
- LightSail
- Microsoft 365
- All standard Office Suite applications
- Creation and management of user(s) and group(s)
- Microsoft Endpoint/ Intune
- Microsoft Cloud Solutions Provider (CSP) Console
- New Commerce Experience (NCE) management
- ConnectWise Manage
- ConnectWise UserCentric
- Cisco Meraki and Cisco Umbrella
- Ubiquiti UniFi Products
- Unifi Management Console
- Amazon 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 setup
- Experience with Scripting – Batch files and PowerShell
- QuickBooks experience
- Bloomberg experience
- Software Deployment experience
- Cloud VOIP experience
- In-depth knowledge of supporting Excel and add-ins a plus
- Self-motivated, self-starter, and challenge-seeker
IT Help Desk (Tier 2)