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- Tasks: Provide top-notch tech 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 generous leave policies.
- Why this job: Be part of a team that shapes the future of fintech and user experience.
- Qualifications: 3+ years in IT support with strong troubleshooting skills required.
- Other info: Work in a hybrid environment with great career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our fintech software supports clients such as Stash, Betterment, SoFi, Webull, and eToro, among others, enabling access to the stock market for millions of end customers.
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 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.
Responsibilities- 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, escalate); meet SLA targets for response and resolution times; document all troubleshooting steps and resolutions in tickets; identify recurring issues and escalate to Problem Management; proactively communicate with users during VDI incidents or outages.
- End-User Experience & Feedback: Serve as voice of the user by collecting 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 during VDI rollout (communication, training, user adoption).
- 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 supporting Linux, MacOS & Windows 11 in enterprise environments
- Hands-on experience with Intune, Automox, and Kandji
- Proven experience with zero-touch deployment methodologies (e.g. Windows Autopilot, Apple Business Manager)
- 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
- Desktop & Application Support; 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 prioritise effectively
- Adaptable to changing priorities and urgent issues
- Demonstrated ability to work independently and escalate appropriately
- Positive attitude during organisational change (VDI rollout can be challenging for users)
- Strong documentation skills (clear, concise ticket notes and knowledge articles)
This job operates in a hybrid, office environment 3 days per week.
Our RewardsWe 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 emphasise work-life balance with flexible working hours, parental leave, a modern city centre 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 & Disability StatementsApex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, colour, 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. We are committed to creating an inclusive and accessible workplace and providing reasonable accommodations to qualified individuals with disabilities.
Desktop Support Analyst (VDI) in Belfast employer: Apex Fintech Solutions UK
Contact Detail:
Apex Fintech Solutions UK 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 products and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals, which can boost your chances of landing that Desktop Support Analyst gig.
✨Tip Number 3
Prepare for technical questions! Brush up on your VDI knowledge and troubleshooting skills. Be ready to discuss specific scenarios where you've solved problems, especially in high-pressure situations, as this is key for the role.
✨Tip Number 4
Don’t forget to follow up! After interviews, send a thank-you email expressing your appreciation for the opportunity. It’s a simple gesture that keeps you on their radar and shows your enthusiasm for the position.
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 that match the job description. We want to see how your background fits into our world!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about supporting users in a VDI environment and how your customer service skills can make a difference at Apex. Let us know what excites you about this role!
Show Off Your Troubleshooting Skills: In your application, don’t forget to mention specific examples of how you've tackled technical issues in the past. We love seeing problem-solving in action, especially when it comes to VDI-related challenges!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Apex Fintech Solutions UK
✨Know Your VDI Stuff
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 any troubleshooting you've done in the past. This will show that you're not just familiar with the tech but can also handle real-world issues.
✨Customer Service is Key
Since this role involves a lot of user interaction, highlight your customer service skills. Prepare examples of how you've helped users in the past, especially in high-pressure situations. Being patient and empathetic can make a huge difference, so be ready to demonstrate that during the interview.
✨Show Off Your Problem-Solving Skills
Think of specific instances where you've had to troubleshoot complex issues. Be prepared to walk through your thought process and how you arrived at a solution. This will showcase your critical thinking abilities and your capacity to manage high ticket volumes effectively.
✨Prepare for Change Management Questions
Given that the role involves supporting users through changes, be ready to discuss your experience with change management. Think about how you've communicated changes to users in the past and how you’ve helped them adapt. This will demonstrate your ability to support users during the VDI rollout.
