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- Tasks: Provide top-notch technical support for users in a dynamic VDI environment.
- Company: Join Apex Fintech Solutions, a leader in digital wealth management.
- Benefits: Enjoy competitive salary, flexible hours, and awesome perks like catered lunches and hackathons.
- Why this job: Make an immediate impact in a fast-paced fintech environment while developing your tech skills.
- Qualifications: 3+ years of IT support experience and strong troubleshooting skills required.
- Other info: Hybrid work model with opportunities for growth and development.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Apex Fintech Solutions is seeking a Desktop Support Analyst (VDI) to provide frontline technical support for end‑users in a large‑scale Virtual Desktop Infrastructure (VDI) environment within financial services. This role is critical to the success of our VDI rollout, ensuring employees can seamlessly access trading platforms, financial applications, and critical business systems from anywhere. The ideal candidate combines strong technical troubleshooting skills with excellent customer service and the ability to support users through change.
VDI User Support & Troubleshooting
- Provide Tier 1/Tier 2 support for VDI‑related issues
- Troubleshoot VDI connectivity issues (network, authentication, client software, performance)
- Resolve user access problems (MFA, authentication, profile issues, application launch failures)
- Diagnose and resolve VDI performance issues (latency, freezing, disconnections)
- Support users accessing applications through VDI (trading platforms, market data terminals, order management systems)
- Escalate complex technical issues to Desktop Engineering team with detailed documentation
User Onboarding & Training
- Guide new users through VDI setup and first‑time login
- Train users on VDI software
- Maintain user‑facing documentation (quick start guides, FAQs, video tutorials)
- Support VDI migration: assist users transitioning from physical laptops to VDI
Incident & Request Management
- Manage VDI support tickets (triage, troubleshoot, resolve, escalation)
- Meet SLA targets for response and resolution times
- Document all troubleshooting steps and resolutions in tickets
- Identify recurring issues and elevate to Problem Management
- Communicate proactively with users during VDI incidents or outages
End‑User Experience & Feedback
- Serve as voice of the user: collect feedback on VDI performance and usability
- Monitor user satisfaction (CSAT) and address concerns
- Identify common pain points and recommend improvements to Product Owner and Desktop Engineering
- Support change management efforts during VDI rollout (communication, training, user adoption)
Education and/or Experience
- Bachelor's degree in a technical field preferred
- 3+ years of IT support experience, preferably in financial services or regulated environments
- Hands‑on experience supporting VDI solutions (Amazon WorkSpaces, Citrix, VMware Horizon, or similar)
- Experience supporting remote/hybrid users (VPN, MFA, remote desktop technologies)
- Experience with Zendesk, ServiceNow or similar ticketing system experience
- Experience supporting Linux, MacOS & Windows 11 in enterprise environments
- Demonstrated hands‑on experience working with Intune, Automox, and Kandji
- Proven experience with zero‑touch deployment methodologies (e.g. Windows Autopilot, Apple Business Manager)
Required Skills/Abilities
- Technical Skills
- VDI & Remote Access
- Amazon WorkSpaces client troubleshooting
- Citrix Workspace app or VMware Horizon client support
- Understanding of basic networking concepts (DNS, DHCP, VPN, Wi‑Fi troubleshooting)
- VPN and remote access troubleshooting
- Multi‑factor authentication (MFA) support (Okta, Duo, or similar)
- Thin client hardware setup and troubleshooting
- Windows 11 troubleshooting
- Microsoft Office 365 support
- Application installation and configuration within VDI
- User profile management (roaming profiles, folder redirection)
- Intune, Automox & Kandji
- Familiarity with financial applications (trading platforms, Bloomberg Terminal, market data systems) preferred
- Zendesk, ServiceNow (ticket management, knowledge base)
- Remote support tools (TeamViewer, BeyondTrust, or similar)
- Active Directory (password resets, group membership, account unlocks)
- Monitoring tools (basic troubleshooting using logs, event viewer)
- Excellent customer service skills – patient, empathetic, and user‑focused
- Strong verbal and written communication (ability to explain technical concepts to non‑technical users)
- Critical thinking and problem‑solving under pressure
- Ability to manage high ticket volumes and prioritize effectively
- Adaptable to changing priorities and urgent issues
- Demonstrated ability to work independently and elevate appropriately
- Positive attitude during organizational change (VDI rollout can be challenging for users)
- Strong documentation skills (clear, concise ticket notes and knowledge articles)
Work Environment
This job operates in a hybrid, office environment 3 days per week.
Our Rewards
We offer a robust package of employee perks and benefits, including a market‑leading salary with an annual bonus, 28 days of annual leave plus 10 Northern Ireland national holidays, a training and development budget, and a pension matched up to 7%. Our benefits also cover private health insurance for medical, dental, and optical care, and life insurance. We emphasize work‑life balance with flexible working hours, parental leave, a modern city center office, and a hybrid work schedule that allows for greater flexibility by partially working from home. Additional perks include monthly catered lunches, unlimited drinks and snacks, hackathon events, poker tournaments, and a charitable matching gift program.
EEO Statement
Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Disability Statement
Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
Desktop Support Analyst (VDI) in Belfast employer: Apex Fintech Solutions LLC
Contact Detail:
Apex Fintech Solutions LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Analyst (VDI) in Belfast
✨Tip Number 1
Get to know the company! Research Apex Fintech Solutions and understand their mission, values, and the tech they use. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about VDI support, brush up on common issues and solutions. Being able to demonstrate your technical know-how during interviews can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you internally, which can give your application a nice boost.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the AFS family!
We think you need these skills to ace Desktop Support Analyst (VDI) in Belfast
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Desktop Support Analyst role. Highlight your experience with VDI solutions and any relevant technical skills. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention your customer service skills and any experience in financial services.
Showcase Your Technical Skills: In your application, don't forget to showcase your technical troubleshooting skills. Mention specific tools and systems you've worked with, like Amazon WorkSpaces or Citrix. We love seeing hands-on experience!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you'll be able to keep track of your application status. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at Apex Fintech Solutions LLC
✨Know Your VDI Inside Out
Make sure you brush up on your knowledge of Virtual Desktop Infrastructure (VDI) solutions like Amazon WorkSpaces, Citrix, or VMware Horizon. Be ready to discuss your hands-on experience and how you've tackled common VDI issues in the past.
✨Show Off Your Customer Service Skills
Since this role is all about supporting users, highlight your excellent customer service skills. Prepare examples of how you've helped users through technical challenges, especially in high-pressure situations. Remember, empathy goes a long way!
✨Prepare for Technical Troubleshooting Questions
Expect questions that test your troubleshooting skills. Brush up on basic networking concepts and be ready to explain how you would resolve common VDI connectivity issues. Practice articulating your thought process clearly and concisely.
✨Demonstrate Adaptability and Problem-Solving
This role requires you to manage changing priorities and urgent issues. Think of examples where you've had to adapt quickly to new challenges or changes in a project. Show them you're not just a tech whiz but also a flexible team player!
