Senior Global Service Desk Analyst

The role

The Senior GSD Analyst owns the office network using Meraki and provides IT and network support. This role includes planning office moves, providing desk-side support, and acting as a Level 3 technical escalation point for global operations.

What you will do

• Own, administer and maintain office LAN and Wi-Fi using the Meraki platform
• Lead troubleshooting of connectivity issues
• Liaise with ISPs on local bandwidth, faults and circuit changes
• Handle escalations from L1 and L2 as the senior technical escalation point
• Perform user provisioning, de-provisioning and advanced access management
• Provide hands-on desk-side and in-person support to office users
• Lead the planning and delivery of office moves, new site setups and decommissions
• Manage printers and MFDs, including supplies, configuration and driver/queue support
• Perform endpoint provisioning via Autopilot, Intune, and PDQ
• Monitor production server, Foundry High-Severity, and office network alerts

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related course (or equivalent practical experience)
• 5+ years of experience in an IT support role, including office network support
• Demonstrated experience with Windows OS and macOS troubleshooting
• Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
• Solid experience of on-prem and/or Azure environments (e.g., AD/Entra, Microsoft 365, VPN)
• Hands-on experience administering Meraki (switching, wireless and the dashboard)
• Strong LAN fundamentals and advanced network troubleshooting (VLANs, DHCP, DNS, wireless)
• Experience supporting printers and peripherals in a corporate environment
• Experience with Jira ITSM or equivalent ticketing platform
• Working knowledge of Jira Service Management (JSM)
• Basic to advanced knowledge of SFTP/FTP file transfer
• Strong communication and customer service skills, written and verbal

Nice to have

• ITIL Foundation (v3 or v4)
• Microsoft 365 Fundamentals (MS-900) or M365 Endpoint Administrator (MD-102)
• Azure Fundamentals (AZ-900)
• CompTIA A+ or equivalent hardware certification
• CompTIA Network+ or CCNA
• Cisco Meraki certification (e.g., CMNO)
• PowerShell scripting for automation and diagnostics
• Experience with Intune/SCCM and endpoint management tooling
• Familiarity with Autopilot, Patch-My-PC, PDQ, or similar provisioning tools
• Exposure to Confluence, knowledge base management, or technical writing

About the company

Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions.