Analyst - Client Technology Support

Position Overview

At Apollo, we’re a global team of alternative investment managers passionate about delivering uncommon value to our investors and shareholders. With over 30 years of proven expertise across Private Equity, Credit and Real Estate, regions and industries, we’re known for our integrated businesses, our strong investment performance, our value-oriented philosophy – and our people.

The Client Technology Associate provides technical support to end-users in the following capacities:

• Help Desk Technology: respond to end user issues and requests for technical information and assistance. Receive, prioritize, document, and actively coordinate resolution, maintaining communication with the end user during the resolution process.

• Resolve problems using problem resolution and escalation procedures leveraging diagnostic and incident tracking tools.

• Desktop Technology: Install, diagnose, repair, maintain and upgrade desktop hardware, software and related equipment to ensure optimal performance. Troubleshoot problems in a timely and accurate fashion and provide end-user training as required.

• Application Support: provide support to end users on how to use software applications to fulfill business objectives. Provide guidance in the proper use of software applications and troubleshoot application usage issues.

Primary Responsibilities

• Monitoring the Support Dashboard, assigning and documenting incoming incidents and requests

• Resolve issues and requests or escalate problems to the appropriate technical resource

• Access and contribute to Knowledgebase and frequently asked questions/resources

• Perform desk side diagnosis and resolution of problems for end-users

• Document problem-solving processes and successful actions taken through to final resolution in incident management system

• Identify trends and evaluate potential resolutions to proactively reduce future occurrences

• Ensure end user devices remain compliant, per Security requirements, remediating as required

• Install, configure, test, maintain, monitor, and troubleshoot end-user computing infrastructure both physical and virtual

• Perform desktop moves, adds, and changes as required, willing to lift move printers, workstations etc. weighing up to 45lbs/20kg

• Maintain desktop hardware and software inventory

• Maintain relationships with desktop technology vendors and service providers

• Learn appropriate software and usage to provide application support to end-users

• Communicate problems and issues to management, development teams and end- users

Qualifications & Experience

• 3-5 years support experience in a Windows 10 Network Environment

• Excellent written, verbal communication and client service skills with proven ability to work in a fast-paced environment

• Proficient in Microsoft Office products (2016, O365)

• Knowledge and understanding of Mobile Device Management with an expertise in iPad and iPhone devices

• Experience with Microsoft System Center Configuration Manager

• Experience in troubleshooting Citrix and remote access issues

• Experience with VMware virtual machine deployment and maintenance

• Understanding of network traffic flow and core infrastructure services (eg: DHCP, DNS, etc)

• Highly self-motivated and detail oriented with ability to collaborate with others

• Strong organizational and document management skills are essential

• Experience in the finance industry is preferred with exposure to market data services and applications

• Willing to work outside of business hours when necessary

Apollo Global Management LLC is an equal opportunity/affirmative action employer. The firm and its affiliates do not discriminate in employment because of race, color, religion, gender, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other criteria prohibited under controlling federal, state or local law.

Pay Range

94,500-115,000

The base salary range for this position is listed above. This position is also eligible for a discretionary annual bonus based on personal, team, and Firm performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience and expertise, and may vary from the amounts listed here.