From Rimes Technologies's posting. “We” and “our” refer to the employer.
About Rimes
Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.
The Level 2 GSD Analyst performs Level 2 responsibilities, providing advanced troubleshooting, escalation ownership, and technical depth across Rimes global operations. This role serves as a critical escalation bridge between frontline support and specialist resolver teams, ensuring complex incidents are resolved efficiently while maintaining a high standard of ticket quality, knowledge management, and service delivery.
Core Responsibilities and Required Competencies
BAU Escalation Handling
Handle escalations from L1 with advanced troubleshooting
User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments)
Handle SFTP client connection issues and requests
Advanced Troubleshooting
Advanced troubleshooting across OS, M365, networking, and endpoint security
Experience with Jira ITSM or equivalent ticketing platform
Working knowledge of Jira Service Management (JSM): queues, request types, SLAs, workflows, and automation rules
Basic to advanced knowledge of SFTP/FTP file transfer: client configuration, key and credential management, and troubleshooting connection and transfer failures
Strong communication skills - written and verbal - including incident documentation
Willing to do hybrid with 2-3x RTO
Preferred Certifications
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
Desirable Skills
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
Awareness of SOC2 compliance and IT security governance principles
Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization, and knowledge base authoring)
Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.
Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.
Visit our Careers page to see our complete listings.
About this listing
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
