End User Support Specialist; Advanced

The Role

An International Support Technician is a member of the Lord Abbett technical team responsible for providing daily support for all Lord Abbett End User Technology products. The role involves significant in-person interaction with End Users and coordination with other technical teams to ensure a high-quality end-user experience. Based in London, the primary focus of this position is to support our growing international offices in London, Dublin, Zurich, and Singapore.

• Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
• Install, configure, and maintain desktops, laptops, printers, and other computer peripherals.
• Install, configure, and troubleshoot software applications, trading applications, operating systems, and updates. Ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
• Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Collaborate with other IT teams, including network administrators and system administrators, to resolve issues that require cross-functional expertise.
• Provide training to end-users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.
• Work with Building Management on scheduled maintenance and validating on prem equipment.
• Travel to other international offices for scheduled work and maintenance.

• 4-6 years of experience in a senior trader/desktop support role, with a demonstrated progression of responsibilities.
• In depth knowledge of Microsoft AD, MS Office 365, Windows OS and MacOS, administration and security, deployment and management, automation technologies.
• Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, or Microsoft Certified Desktop Support Technician (MCDST) are preferred.
• Experience with performing extensive hardware troubleshooting.
• In depth knowledge of Zoom, MS Teams, and other video conferencing solutions.
• Experience supporting Microsoft Azure technologies (Entra, Autopilot, Intune).
• Working knowledge of Powershell and experience automating day to day tasks.
• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.
• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.
• A strong commitment to providing excellent customer service and a patient, friendly demeanor.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Efficiently manage and prioritize multiple support requests and tasks.
• Stay updated on the latest technology trends and adapt to new tools and technologies.
• Understand IT security best practices and the ability to enforce security policies.

Lord Abbett is a leading global independent, privately held investment management company. We are active managers and invest where we believe we have a repeatable edge and can deliver alpha for our clients. Our vision is to be the most respected asset manager in the world, admired for our people, our performance, our relationships, and our organizational agility. This inspires the three pillars of our culture.

• Principles-Based – We empower our leaders to create an environment of trust.
• Performance-Oriented – We inspire our people to embody our values, excellence, responsibility, transparency & collaboration.
• Purpose-Driven – We instill a passion for always putting our clients' interests first.

We have been…