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 Senior GSD Analyst owns the office network (LAN and Wi-Fi using Meraki), which is the primary focus of the role, together with the planning and delivery of office moves and site setups, printer and peripheral support, and hands-on desk-side support for office users where required. Together, these form the IT & Network Support Engineer scope of the role.

The role also performs Level 3 responsibilities, providing expert-level troubleshooting, escalation ownership, and technical depth across Rimes global operations. It serves as the senior technical escalation point between L1/L2 support and specialist resolver teams, ensuring complex incidents are resolved efficiently while maintaining a high standard of ticket quality, knowledge management, and service delivery. Rimes delivers its technology from its own datacenter and the Cloud, and this role helps keep both internal and external users supported within SLA.

Responsibilities

Network & Connectivity (Meraki)

Own, administer and maintain office LAN and Wi-Fi using the Meraki platform (switching, wireless, dashboard)
Lead troubleshooting of connectivity issues (VLANs, DHCP, DNS, wireless) and isolate local vs. upstream causes
Liaise with ISPs on local bandwidth, faults and circuit changes
Escalate to Infrastructure & SRE with full diagnostics for deeper network or firewall issues
Plan and implement office network improvements (e.g., VLAN design, Wi-Fi coverage and capacity, switch and access point refreshes)

BAU – Escalation Handling

Handle escalations from L1 and L2 as the senior technical escalation point
User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments)
Handle SFTP client connection issues and requests

Advanced Troubleshooting

Expert-level troubleshooting across OS, M365, networking, and endpoint security
Device/application installation & troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing)
Interpret logs, dashboards, and monitoring tools to isolate root causes
Lead incident ownership for high-severity or complex cases

Desk-Side & Office IT Support

Provide hands-on desk-side and in-person support to office users where required (escalated or complex cases): laptops, desktops, peripherals and meeting room equipment
Support joiner, mover and leaver activity and equipment refreshes, including device build, hand-out and collection
Maintain meeting room and A/V conferencing equipment in working order

Printers & Peripherals

Manage printers and MFDs, including supplies, configuration and driver/queue support
Own vendor liaison and break/fix for printers and MFDs

Office Movements & Site Management

Lead the planning and delivery of office moves, new site setups and decommissions (devices, network, peripherals, A/V)
Coordinate with facilities, vendors, ISPs and Infrastructure teams
Follow established change management processes for site and network changes

End-Point and Patching Management

Endpoint provisioning via Autopilot, Intune, and PDQ
Application packaging and patching (e.g., Patch My PC)

Monitoring

Production Server Alert monitoring
Foundry High-Severity Alert monitoring
Monitor office network and connectivity alerts (e.g., Meraki dashboard, Datadog) and escalate per runbook

Hardware Asset Management

Receive hardware from procurement/vendors; validate completeness (model, serial, quantity, accessories)
Tag assets and ensure correct unique identifiers (serial number, asset tag)
Create/verify asset records in CMDB (ownership, location, cost center, warranty)
Perform initial readiness checks (boot test, battery/charger)
Act as L3 escalation for hardware tickets (repeated failure, degradation, incorrect assignment)