TRADE FLOOR Support Engineer - LONDON - £75K + BONUS + BENEFITS

TRADE FLOOR Support Engineer - LONDON - £75K + BONUS + BENEFITS

Role Description

You will provide operational and technical support to all employees and interact with external vendors. The IT Client Services Analyst will process incidents and requests logged by the business and IT staff at the 1st and 2nd level and will work closely with the 3rd line support teams for more complex, high level issues.

Working in a small team taking support calls, troubleshooting and fixing or escalating incidents where necessary. This is a busy role and so the ideal candidate will be able to multi-task, work well under pressure and be able to retain instructions. Understanding in-house systems and procedures is essential. A keen desire to keep up to date with new developments in technology and software is also required.

Core Responsibilities

• Provide Trading and Executive end user support in a fast-paced financial environment
• Provide quality customer service when interacting with all associates
• Imaging, setup, and deployment of Desktop Computers and PC Peripherals
• Manage office hardware
• PC software installations and support for Microsoft applications, shrink-wrapped applications, development tools, internal applications, Bloomberg, Reuters, and other market data applications
• Maintain, troubleshoot, repair or replace PC Hardware and related peripherals
• Support audio visual technology
• Troubleshoot and remediate of incidents via Service Now ticketing system
• Deploy and support standard corporate Mobile Devices
• Develop and instill strong customer service, communication and technical skills
• Rotate in the team On-Call Schedule
• Some out-of-hours coverage and weekend work may be required
• Some global travel may be required

Additional Responsibilities

• Act as a first responder to all incidents, requests and questions raised by the global user base.
• Continuously set a high standard as an example for colleagues to work by
• Provide training to staff on new and existing technologies.
• Actively seek to remove complexities and seek improvements throughout the IT environment.

Requirements

• Min 5 years of computer hardware and software support experience in an enterprise environment.
• Experience of supporting Traders and VIPs in a fast paced and dynamic environment.
• Experience of dealing with large scale IT projects and problems
• ITIL V3/V4 Certified.

Personal

• Excellent time management and organizational skills.
• Positive can do' attitude and a flexible manner a must.
• Excellent people skills are essential when handling difficult situations in a trading environment.
• Must be a good communicator and able to handle queries in a confident and knowledgeable way.
• Ability to multitask, prioritise, and work with minimal supervision.
• Strong written and verbal communication skills.
• Strong troubleshooting capabilities evidenced by organised, analytical thinking.
• Keen attention to detail, with a commitment to follow through and follow-up.
• Must be able to communicate effectively with technical and non-technical audiences and interact with all types of clients including technology, business, partner and executive management.
• Must be a self-starter with the ability to work independently and in a collaborative team environment.

Technical

• Deep technical understanding of Windows 10/11 Desktop OS, Office 365, Azure/Entra, InTune, Active Directory and Citrix related products (Workspace, VSphere, VMWare, XenDesktop).
• Thorough experience with IP telephony on a Cisco platform (Cisco Call Manager).
• Ability to write scripts with Windows PowerShell.
• Experience managing incidents on the ServiceNow incident management system.
• Experience and in-depth knowledge of Bloomberg.
• Involvement of setting up and troubleshooting Video Conferences, Webex and Zoom type calls.
• Knowledge and familiarity of Exchange Administration.
• Knowledge and familiarity of Blackberry UEM and InTune MDM on Apple mobile devices.
• Knowledge of Python would be desirable but not essential
• Understanding of basic Linux

Leadership

• Able to acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to associates and team members.
• Proactively identify efficient ways of working and highlight in detail to the team manager.
• Project or task management experience desired.

This is an excellent opportunity to join a global hedge fund who can offer career progression. For more information and a full job description, please contact Ben Turner at BRT Consulting.